Supervisor Contact Center CxC

AdventHealth Central Florida; Orlando (FL); On-site; USD 35,000 - 70,000; Full time

Job summary

AdventHealth Central Florida is seeking a Supervisor for their Contact Center to oversee operations and provide support to frontline staff. The ideal candidate will have strong communication and problem-solving skills, along with an associate degree and the ability to manage a dynamic team. This role offers opportunities for professional growth and is aligned with a mission to uplift and provide outstanding service to community members.

Benefits

Benefits from Day One

Paid Days Off from Day One

Career Development

Whole Person Wellbeing Resources

Mental Health Resources and Support

Qualifications

• Experience in managing a team in a customer service environment.
• Strong interpersonal skills and the ability to handle complex scenarios.
• Bilingual in English/Spanish is a plus.

Responsibilities

• Oversee and maintain daily operations of the contact center.
• Provide training and support to frontline staff.
• Monitor service performance and ensure high-quality customer service.

Skills

Time management

Communication

Problem-solving

Customer relations

Technological aptitude

Bilingual

Education

Associate degree

Job description

Join to apply for the Supervisor Contact Center CxC role at AdventHealth Central Florida

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Join to apply for the Supervisor Contact Center CxC role at AdventHealth Central Florida

• 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

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
  
  

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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