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

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

Job summary

Huntsville Hospital seeks a Call Center Manager to enhance service excellence within its Centralized Call Center. The role involves managing operations, developing personnel, and supporting marketing initiatives to ensure outstanding customer service and teamwork across departments.

Qualifications

• 2–3 years of management experience.
• Understanding of operating systems and platforms.
• Call Center and customer service experience preferred.

Responsibilities

• Manage daily operations of the Call Center and develop staff.
• Maintain teamwork among representatives and clinical staff.
• Conduct monthly audits of directory promotions.

Skills

Management

Customer Service

Microsoft Office

Writing Skills

Education

BS/BA in Marketing or Communications

Job description

Overview

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

The Marshall Medical Centers’ Centralized Call Center is strategically important to the mission of maintaining a culture of service excellence. The Call Center is a key element in establishing and maintaining the image of Marshall Medical Centers.The primary responsibilities of the Call Center Manager are: (1) Management of the routine / daily activities of the Call Center including development of staff, systems, budget, policies and procedures, short-term as well as long-range planning and internal marketing. “Development of staff” includes the ongoing training necessary for Call Center Representatives to command a knowledge base of all MMC service lines, physicians, specialty offerings and departments within the hospital system. Standards for providing “world class” customer service must be established and maintained. (2) Develop and maintain an environment of teamwork among Call Center Representatives and the clinical and support staff members who provide hands-on patient care. (3) Maintain proficiency in daily operations of switchboard and nurse call in order to be able to provide back-up Call Center support. (4) Maintain proficiency of MMC presence in the phone directories for Marshall County and surrounding areas as appropriate to support the promotion of its service line offerings including monthly auditing of monthly bills and annual cost /benefit analysis for each advertisement opportunity within each directory where MMC service lines are promoted and monthly Power Bi report generation for Nursing, Bed Reservation and EVS to provide back-up Marketing Coordinator support. (5) Support for all other activities within the marketing department as dictated by ongoing marketing / communication plans and internal / departmental responsibilities.

Qualifications

BS/BA Marketing or Communications (preferred) or equivalent business experience. 2–3 years of management experience and understanding of operating systems, platforms and networking preferred. Demonstration of writing skills and proficiency in Microsoft Office suite a must. Call Center, customer service and/or inside sales experience a plus.