Supervisor, Call Center Call Center Full-Time

The Call Center Supervisor is responsible for the day-to-day operations of the Call Center such as hiring coaching conducting evaluations training staff client billing and creating and approving staff schedules. Works with clients to onboard and build profiles. Works with doctors on SPOK Mobile ensures that on-call schedules are built properly gets contracts updates doctor/account orders evaluates statistics produces reports and monitors the system. Works closely with the Operators Lead Operator Code Committee chairperson and any other area inside and outside the hospital. Has a good speaking voice and the ability handle multiple duties while remaining calm and focused especially in peak traffic times. Is able to maintain a work schedule that meets Call Center and hospital needs.

Requirements:

• High school diploma.
• Four years in a call center environment or equivalent with two years in a leadership role.
• Management experience preferred.

Responsibilities:

• Oversee the day-to-day operation of the department. This includes staff needs training issues client needs and hospital needs. Ensure daily communication of changes as needed. Maintain a work schedule that meets Call Center and hospital needs.
• Conduct staff evaluations with supporting information from monthly Operator stats and Lead Operator feedback. Work with Operators to achieve their potential and shape the direction of the department. Help Operators set and achieve their KPIs.
• Review reports for traffic and client volumes daily while charting trends monthly/yearly and relay to Leadership as well as KPI targets.
• Working with the Lead Operator audit calls in MediCall and Higher Ground on a daily basis. Serve as backup to send the staff error messages.
• Create client profiles working with Communications to get call forwarding numbers as needed. Train Operators on new accounts and work with clients to transition over to Womans On Call Answering Service. Set up clients for SPOK Mobile. Work with physicians directly.
• Run call volumes and abandoned rates daily. Run statistic reports for billing regarding call information.
• Enter payroll and maintain time and attendance for staff.
• Any other duties as assigned by Womans Hospital.

Schedule:

Monday Friday; 8:00 AM 5:00 PM

Must be flexible to work nights/weekends on occasion.

Rotates being on call and works at times to meet the staff/client schedules when needed.

Pay Range:

Hourly/Non-Exempt

$22.00 $33.00

A Work Experience with Purpose

Womans is one of the largest specialty hospitals in the country dedicated to the care of women and infants.Nationally recognizedfor exceptional patient care innovative programs and a supportive work environment we consistently exceed state and national benchmarks for patient satisfactiona reflection of our commitment to those we serve.

Were home to Louisianas largest delivery service and perform thousands of procedures annually including over 8500 surgeries and 35000 breast procedures. Womans was the first hospital in the Baton Rouge area to earn Magnet designation for nursing excellence and were honored to be named one of Modern Healthcares Best Places to Work in Healthcare year after year.

We are proud of the care our staff provides to patientsand to one anotherevery day.

For more information or to contact our recruiting team email us at.

Womans Hospital is an equal opportunity employer. We do not discriminate on the basis of race color religion sex sexual orientation age disability genetic information veteran status national origin gender identity and/or expression marital status or any other characteristic protected by federal state or local law.

Required Experience:

Manager