Supervisor Contact Center CxC

College of Charleston; Orlando (FL); On-site; USD 50,000 - 75,000; Full time

Job summary

A premier health organization located in Orlando is seeking a Supervisor for the Consumer Experience Center. This role involves leading teams, ensuring high-quality service delivery, and maintaining operational efficiency. Ideal candidates will have an Associate degree and strong customer service skills, coupled with the ability to oversee departmental functions effectively. Join a vibrant community committed to wholeness and individual care, growing both professionally and spiritually.

Benefits

Benefits from Day One

Paid Days Off from Day One

Career Development

Whole Person Wellbeing Resources

Mental Health Resources and Support

Qualifications

• Associate degree required.
• Bilingual in English/Spanish preferred.
• Strong problem-solving skills and technological aptitude.

Responsibilities

• Oversee daily operations of the Consumer Experience Center.
• Provide coaching and support to team members.
• Monitor service performance metrics.

Skills

Communication

Problem-solving

Customer relations

Time management

Interpersonal skills

Detail-oriented

Technological aptitude

Education

Associate degree

Job description

","@type":"JobPosting","responsibilities":"","validThrough":"2025-07-22T00:00:00-04:00","title":"Supervisor Contact Center CxC","datePosted":"2025-06-21T01:24:13-04:00"} SAVE

Supervisor Contact Center CxC

AdventHealth

Application By using this feature you agree to our Terms and Conditions and Privacy Policy . Details Posted: June 21, 2025 Location: Orlando, Florida Show Map

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: FT / Days

Location: 602 COURTLAND ST, Orlando, 32804

The community you’ll be caring for:

Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando. Serves as the major tertiary facility for much of the Southeast, the Caribbean and South America. AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country. We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year

Job Summary:

In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager. Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

You Will Be Responsible For:

• Demonstrate through behavior AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
• Oversee, assume accountability, and perform administrative duties for the daily and ongoing function of assigned functional area(s)
• Maintain competence to resolve direct consumer interactions during high-volume times or when frontline employees require additional support within assigned functional area(s)
• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively
• Utilize proper escalations when issues arise and see them through to resolution
• Communicate to team members and demonstrate through action the importance of providing consumers with excellent customer service
• Provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
• Audit performance and provide education to frontline staff to maintain or exceed accuracy standards; communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts
• Present regular written and verbal direction to employees to ensure they are well-informed of their performance of job responsibilities and attendance

Qualifications

What Will You Need:

Education and Experience Required:

• Associate degree
• Responsive to ever-changing healthcare landscape
• Proficient in time management with superior prioritization skills
• Self-motivator, quick thinker, proactive, and detail- and results-oriented
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• Demonstrated ability in successfully collaborating with multiple departments
• Strong problem-solving skills, with ability to handle complex scenarios
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Bilingual in English/Spanish

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Orlando

Schedule: Full-time

Shift: 1 - Day

Req ID: 25022710

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

Internal Number: 25022710 About AdventHealth At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. More than 100,000 skilled and compassionate caregivers in physician practices, hospitals, outpatient clinics, skilled nursing facilities, home health agencies and hospice centers provide individualized, wholistic care.Our Christian mission, shared vision, common values and focus on whole-person health is our commitment to making communities healthier with a unified system: 51 hospital campuses and hundreds of care sites in diverse markets throughout nine states. More Jobs from This Employer BACK TO TOP