Contact Center Supervisor – Weekend Only
IntellaTriage
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Salary
💰 $30 per hour
About the role
- Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics.
- Assign and manage phone queues to appropriate agents at the beginning of each shift.
- Manage and post the assignment sheet for weekday shifts.
- Ensure updates are made appropriately and logged correctly as changes occur.
- Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks.
- Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support.
- Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms.
- Properly maintain the incident log with staff issues, client complaints, and IT issues.
- Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely.
- Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.
- Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends.
- Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand.
- Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.
Requirements
- Bachelor’s Degree preferred.
- Requires a minimum of 2 years of call center experience.
- Previous management experience preferred.
- Above average written and oral communication skills.
- The ability to work day, night, weekend, and holiday shifts.
- Working knowledge of Windows, Excel, Word, and other Microsoft business applications.
- Experience with RingCentral preferred.
Benefits
- All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year).
- All part-time and full-time employees are eligible to participate in our 401(k) plan.
- Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center experiencestaff managementincident log maintenancereal-time adherence monitoringschedule conformancephone trainingevaluation forms completionimpact analysis
Soft Skills
communication skillsproblem-solvingteam collaborationorganizational skillsleadership
Certifications
Bachelor’s Degree