IntellaTriage

Call Center Shift Supervisor

IntellaTriage

full-time

Posted on:

Location Type: Remote

Location: Tennessee • United States

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Salary

💰 $30 per hour

About the role

  • Managing day to day operational performance of the business.
  • Effectively manage agent performance and customer service.
  • Provide motivation and timely communication to a team of 50+ nurses that are on shift.
  • 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.
  • You are passionate about excellence in the delivery and consistency of patient care.
  • You are organized and detail oriented.
  • You are able to apply critical thinking to develop options and consider impacts and demonstrate business expertise.
  • You embrace accountability for excellent customer service by acting quickly and decisively without direct on shift supervision.
  • You foster teamwork and motivate others to perform at a high level.
  • You do what is right every time and without question
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 maintenanceschedule conformancereal-time adherence monitoringcritical thinkingperformance analysistraining evaluationqueue managementpatient care delivery
Soft Skills
communication skillsorganizational skillsdetail orientedteamworkmotivationaccountabilityproblem-solvingdecisivenessadaptabilityleadership
Certifications
Bachelor’s Degree