Call Center Supervisor (Bilingual)
Call Center Supervisor (Bilingual)
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1 Vacancy
Job Description
The Call Center Supervisor provides direct supervision of competent support services which ensures employees resolve issues and improve client satisfaction. Oversees all Call Center Receptionists.
Responsibilities:
- Manage a team of 30-45 call center representative to ensure effective internal/external telephone communications that maintain a professional image reflective of NYPCCs mission
- Meet regularly with Call Center Manager and Program Administrator to discuss Call Center operations to identify and implement process improvement strategies to achieve an optimum client satisfaction experience
- Provide Call Center Manager and Program Administration with daily/weekly reporting on operational matters through data and other measurable deliverables
- Effectively coordinate all special events employee wellness and engagement activities
- Perform other duties as assigned by Senior Management and Leadership
- manage the onboarding training for all new Call Center Representatives
- Provide ongoing training and guidance to Call Center Representatives in their duties and responsibilities
- Responsible for quality assurance of the Call Center operations and workflow processes
- Leads the coordination and management of Daily/Weekly tasks assignments for all Frontline Call Center representative
- Conduct all forms of performance appraisals and evaluations to assess employee engagement and expectations
- Responsible for providing adequate staffing resources and coverage for NYPCCs Call Center
- Leads all Call Center operations and responsible for coordination of adequate staffing resources to ensure operational efficiency
- Handle all escalating calls with the goal to maintain client satisfaction
- Ensure all verbal and written external communications with the organization are responded to in a timely manner
- Follow and enforce all New York State HIPAA guidelines
- Gather and analyze statistics related to call center activities and report on trends to determine potential causes and develops recommendations for process enhancements.
- Collaborates initiatives and communicates with all cross functional interdisciplinary teams
Qualifications :
- Bachelors Degree preferred
- At least 2 years of experience managing a call center team in a clinical setting
- Able to effectively and professionally communicate in Spanish (both verbally and written)
- Fluent in English and Spanish
- Demonstrated experience in team management and mentoring
- Provide high-level performance metrics formal reporting observations and employee standards assessments
- Develop and facilitate all staff trainings related to all frontline workflows utilizing current best practices
- Exceptional leadership and management skills
- Excellent communication and organizational skills
- Outstanding customer service skills
- Effective decision-making skills
- Possesses great written and verbal communication skills and organizational skills
- Highly Proficient in Microsoft Office including Outlook Word Excel and PowerPoint
- Maintains a positive attitude and is friendly upbeat and has a great can do personality
- Able to work well in a fast-paced environment
- Passionate about NYPCCs mission and values
Technical Skills:
- Knowledge of SharePoint
- Ability to create reporting metrics using various quality assessment tools
- Demonstrate knowledge of using a staffing resource scheduling matrix
Scheduling:
- Schedule flexibility due to operational needs inclusive of weekends coverage support & and on call expectations
Additional Information :
Salary: $60000 - $70000 per year
Compensation commensurate with experience and qualifications.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
