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16 January 2018

Call Center Supervisor at Dalls USA

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Position Purpose:
The Call Center Supervisor is responsible for the location’s call center management and operations, including, but not limited to: management of direct reports including Healthcare Technicians staff and oversight, management, and leadership of company policies, procedures, and quality and key performance indicators. This position facilitates all job responsibilities to ensure client satisfaction, Company goal achievement, and employee satisfaction and productivity.

Responsibilities:

  • Manages call center staff to improve call center operations by: identifying and resolving problems, responding to client requests for information, ensuring efficient workflow management, handling tier two escalations, and ensuring staff meet performance metrics,
  • Responsible for employee discipline, including: individual mentoring and documented coachings, policy and procedure adherence, attendance adherence, and the communication of job expectations, to ensure financial objectives are met.
  • Provides performance reports by collecting, analyzing, and summarizing data and trends, as needed, assigned, or requested
  • Produces daily, weekly, and monthly business performance reports.
  • Responsible to deliver Quality programs and ensure staff and organizational key performance indicators and quality assurance metrics are achieved. Performances follow up and follow through with all Quality Monitoring activities.
  • Ensures call center staff strictly adhere to all HIPAA standards.
  • Promotes company policies and procedures, the quality of its products, and its reputation.
  • Performs other related duties as assigned.

Desired Qualifications:

  • Intermediate to advanced Microsoft Suite and related software knowledge preferred.
  • Excellent oral, written, technical, and relationship communication skills.
  • Strong analytical skills, high attention to detail, and ability to multitask.
  • Ability to flexibly meet position and scheduling demands.
  • Strong customer service focused skills, as well as project and time management skills.

Desired Education and Experience:

  • High School Diploma or Equivalent.
  • Three to five years’ experience in healthcare preferred.
  • Undergraduate degree in Business or related Health Care discipline preferred.
  • Three to five years of Supervisory experience in a call center environment preferred.
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