Job Description
Job Description
Job Description:
Under the supervision of the Call Center Manager, the Call Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily supervision of a team of Customer Service Representatives and Leads including motivating, training, and problem solving. The Call Center Supervisor also speaks with members in relation to scheduling new reservations and troubleshoot existing reservations. Additionally, the position is responsible for assisting the Call Center Manager with scheduling and time and attendance.
Job Responsibilities:
- Monitor call queues and works with different departments to maintain and average speed of answer of 30 seconds or below and a shift call abandonment rate of 3% or below when delegated by management.
- Understands all facets of operations including fleet dispatch, vendor dispatch, all call types.
- Ensure employees have appropriate training and other resources to perform their jobs.
- Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, and scheduling.
- Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Answer questions and recommends corrective services to address customer complaints.
- Assess department needs and support in the development of Call Center Policies and Procedures.
- Measure performance with KPIs such as call interruptions, calls waiting etc.
- Provide daily direction and communication to employees so customer service calls are answered promptly, efficiently and knowledgeably.
- Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Handle tasks from multiple roles when staffed outside of peak times when role specialists are unavailable; overnight, weekends, holidays.
- Supports the dispatch and case management roles as delegated by leadership.
- Coordinates driver schedule updates in partnership with the dispatcher roles.
- May require evening and/or weekend and/or overnight work.
- Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
- Maintains 100% accuracy with all aspects of the position.
- Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
- Any other duties as assigned by management.
- Works as a first line of de-escalation for complaints received through the call center and escalates complaints to the Supervisor when appropriate.
- Monitors breaks of office staff and reports any deficiencies in coverage
- Assists in the development of training curriculum and guides.
- Assists on Policy writing.
Schedules: Thursday to Monday and Friday to Tuesday 15:30 - 00:00