Call Center Scheduler
Lifepoint Health®
Supervisor, Solution Center Operations, Call Center, Weekends
ChenMed
full-time
Posted on:
Location: Florida, Louisiana, Pennsylvania, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Supervises inbound and outbound Solution Center team members to assure they are delivering exceptional customer service and achieving departmental quality, compliance and productivity standards
- Monitors inbound/outbound calls to assist and advise team members regarding escalations, requests for assistance and other situations that may require additional guidance or expertise
- Utilizes call center technology to track performance and convert raw data to quantifiable reports
- Analyzes data and distributes reports to show efficiency and opportunities
- Leads team members to better performance and improved service quality outcomes through supervision of activities and performance metrics
- Trains, coaches and educates team members on departmental processes, procedures and practices
- Ensures completion of onboarding activities for Solution Center team members in accordance with the onboarding checklist
- Collaborates on continuous improvement of processes, training, etc. to best meet the changing environment
- Performs other duties as assigned and modified at manager’s discretion
Requirements
- AA/AS degree in Healthcare or Business Administration a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
- BA/BS degree in a related discipline preferred
- A minimum of 3 years’ progressive work experience in a Call Center or customer service environment required
- A minimum of 2 years’ management or supervisory experience within a call-center setting highly desired
- Proficiency in Microsoft Office Suite; ability to travel up to 10% of the time; flexible to work evenings, weekends and/or holidays as needed
- Excellent communication, active listening and interpersonal skills
- Strong leadership, creative thinking and customer skills
- Spoken and written fluency in English required
- Ability to multitask and maintain composure in high-volume situations
