Call Center Supervisor

Job Description:

• Serve as a working supervisor overseeing call center associates and functions related to maintaining HealthPort service quality and company profitability
• Train customer service associates
• Develop and implement policies and procedures to ensure customer satisfaction
• Plan and devise work schedules according to budget, call volume, and production needs
• Assess the customer service model for service efficiencies and quality enhancements
• Assist with performance appraisals, address complaints, and resolve problems
• Ensure associates have the skills and knowledge needed to provide excellent consumer service
• Manage difficult customer situations and solicit customer feedback for process improvement
• Track incoming and outgoing calls and provide data to upper management
• Develop short- and long-term strategies to improve morale
• Monitor individual and department results to address productivity and customer concerns
• Assist with developing and implementing programs benefiting the organization and customers
• Communicate with management regarding creative concepts and objectives

Requirements:

• Must have at least 2 years supervisory or management experience in a call center or customer oriented environment, preferably with a mid to large customer service team.
• Experience with Microsoft Office Suite or similar tools
• Proven organizational skills
• Effective verbal, written and interpersonal communication skills
• Ability to work with others and be extremely team oriented
• Ability to sustain continuous pressure and withstand conflicting requirements
• Proficient time management, problem solving and analytical skills
• Must be able to work effectively in a fast paced environment
• Ability to work professionally, effectively, and efficiently in a team environment with customers, management and co-workers.
• Bachelor's degree or equivalent experience OR an Associate's degree and 4 years supervisory or management experience in a call center or customer oriented environment
• This job is not eligible for employment sponsorship.

Benefits:

• Equal Employment Opportunity employer
• Post-offer health screenings and vaccinations may be provided/required for client safety
• Reasonable accommodations for individuals with physical and mental disabilities
• Total rewards strategy
• Voluntary demographic questions are optional and do not affect the application or hiring process