Call Center Supervisor (Boston, MA)
About Us
Every year, over 3.5 million patients visit the Longwood Medical Area in Boston, home of world-renowned medical facilities such as Dana-Farber Cancer Institute, Joslin Diabetes Center, Children’s hospital and other Harvard affiliated medical institutions. Our associates and colleagues come to work with one thing in common: Commitment to caring and quality in what we do, knowing every moment matters here. We invite you to become part of our team. We are a company that provides services to hospitals, community health centers, and medical practices.
A considerable amount of our patient transactions are conducted over the phone, and in most cases, our operators are the first line of contact to the hospitals we answer for. This is a front-line position requiring an individual that is customer-service oriented with a businesslike and positive demeanor.
The Customer Service Center answers call 24x7 for the main published phone numbers for our hospitals and over 300 medical practices in the U.S.
Position Guidelines
All work is performed onsite; vaccination is required.
Shifts:
Sunday - Thursday 2:30 or 3 pm - 11 pm
Under the general direction of the Operations Manager; the Shift Supervisor works with new and existing call center agents in this critical role. The supervisor on this shift is hands on and is responsible for scheduling, uptraining and optimization of the staff. We’re seeking a supervisor who has outstanding communication skills, is able to understand and explain procedures to their team and customers and is customer-service focused to lead a team.
Essential Duties and Responsibilities:
Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
Qualifications:
Associate's degree in a related field or equivalent work experience.
Every year, over 3.5 million patients visit the Longwood Medical Area in Boston, home of world-renowned medical facilities such as Dana-Farber Cancer Institute, Joslin Diabetes Center, Children’s hospital and other Harvard affiliated medical institutions. Our associates and colleagues come to work with one thing in common: Commitment to caring and quality in what we do, knowing every moment matters here. We invite you to become part of our team. We are a company that provides services to hospitals, community health centers, and medical practices.
A considerable amount of our patient transactions are conducted over the phone, and in most cases, our operators are the first line of contact to the hospitals we answer for. This is a front-line position requiring an individual that is customer-service oriented with a businesslike and positive demeanor.
The Customer Service Center answers call 24x7 for the main published phone numbers for our hospitals and over 300 medical practices in the U.S.
Position Guidelines
All work is performed onsite; vaccination is required.
Shifts:
Sunday - Thursday 2:30 or 3 pm - 11 pm
Under the general direction of the Operations Manager; the Shift Supervisor works with new and existing call center agents in this critical role. The supervisor on this shift is hands on and is responsible for scheduling, uptraining and optimization of the staff. We’re seeking a supervisor who has outstanding communication skills, is able to understand and explain procedures to their team and customers and is customer-service focused to lead a team.
Essential Duties and Responsibilities:
Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff.
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action,
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Manager on resolving problems
- Maintains confidentiality of all patient information in accordance with HIPAA Privacy Rules and protected health information (PHI) policies.
- Ability to multi-task
Qualifications:
Associate's degree in a related field or equivalent work experience.
- Minimum of three years of customer service and supervisory experience.
- Scheduling, service level management, and training experience.
- Knowledge of call center operations and ACD call center technologies.
- Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint, and Outlook.
- Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.
- Ability and willingness to be on-call one week a month and work a flexible schedule, including nights, weekends, and holidays.
This is a full time position