Supervisor of Communication Center (Call Center), Full time, Days/Evenings

Huntsville Hospital Health System; Boaz (AL); On-site; USD 60,000 - 80,000; Full time

Job summary

The Call Center Manager at a leading healthcare organization will oversee daily operations, ensuring teamwork and exceptional customer service. This role requires strong management skills, customer service experience, and proficiency in communications and Microsoft Office. Join a recognized healthcare provider focused on quality and patient care in a scenic Alabama location.

Qualifications

• 2–3 years of management experience preferred.
• Experience in call centers or customer service is a plus.

Responsibilities

• Manage routine activities of the Call Center and staff development.
• Generate monthly Power BI reports for marketing efforts.
• Ensure standards for 'world-class' customer service.

Skills

Strong writing skills

Proficiency in Microsoft Office

Education

Bachelor's degree in Marketing, Communications, or related field

Job description

Overview

The following statements reflect the general duties considered necessary to describe the principal functions of the job and shall not be considered as a detailed description of all work requirements, which may be inherent in the position.

The Marshall Medical Centers’ Centralized Call Center is strategically important to maintaining a culture of service excellence. It plays a key role in shaping and sustaining the image of Marshall Medical Centers. The primary responsibilities of the Call Center Manager include:

1. Managing the routine/daily activities of the Call Center, including staff development, systems, budget, policies and procedures, short-term and long-range planning, and internal marketing. Staff development involves ongoing training to ensure Call Center Representatives have comprehensive knowledge of all MMC service lines, physicians, specialties, and hospital departments. Establishing and maintaining standards for "world-class" customer service is essential.
2. Fostering a teamwork environment among Call Center Representatives and clinical/support staff involved in patient care.
3. Maintaining proficiency in the daily operations of the switchboard and nurse call systems to provide backup support when needed.
4. Ensuring MMC's presence in local phone directories to promote service lines, including monthly auditing of advertising bills and conducting annual cost/benefit analyses for advertising opportunities. Generating monthly Power BI reports for Nursing, Bed Reservation, and EVS to support marketing efforts.
5. Supporting other marketing department activities as dictated by ongoing plans and departmental responsibilities.

Qualifications

Bachelor's degree in Marketing, Communications, or related field preferred, or equivalent business experience. 2–3 years of management experience with understanding of operating systems, platforms, and networking is preferred. Strong writing skills and proficiency in Microsoft Office are required. Experience in call centers, customer service, or inside sales is a plus.

About Us

Lake Guntersville, a scenic mountain-lakes area, is located approximately 30 miles from Huntsville and is home to Marshall Medical Centers.

Marshall Medical Centers, affiliated with Huntsville Hospital Health System, serves Marshall County and surrounding areas (population approx. 125,000). The system includes two hospitals, eight outpatient locations, and a team practicing 28 specialties, providing convenient and quality healthcare close to home.

Marshall Medical Center South in Boaz, Alabama, is a 150-bed hospital opened in 1956. Marshall Medical Center North in Guntersville, opened in 1990, is a 90-bed facility. The Gary R. Gore Medical Complex offers outpatient clinics and a comprehensive Cancer Care Center.

Recognized by the Joint Commission as a "Top Quality Performer," Marshall Medical Centers prioritize quality and best practices to ensure excellent patient care.