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Contact Center Supervisor in Fort Worth, TX at Solis

Date Posted: 5/31/2019

Job Snapshot

Job Description

The Contact Center Supervisor is responsible for supervising and mentoring the Solis Contact Center Agents. This position is critical to Solis Mammography; the Contact Center Supervisor ensures the agents provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts the profitability of the organization.

RESULTS MEASURED BY THE FOLLOWING RESPONSIBILITIES:

Operations

  • Understands, promotes and demonstrates the Solis Way
  • Supervises and coaches contact center agents on Solis processes, guidelines and metrics on a day-to-day basis.
  • Functions as the point of contact as identified in supervisor availability schedule to answer questions and provide advice and support.
  • Monitors the queue and tier escalation process and takes calls as needed to ensure calls get answered on a timely basis and that Contact Center goals are met.
  • Handles escalated calls from patients and referring physicians.
  • Provides support, answers questions and guides agents to use available resources.
  • Utilizes all policies and processes with 100% compliance.
  • Monitors and observes the performance of Contact Center agents.
  • Completes quality assurance, Contact Center metrics, and attendance reports on a timely basis.
  • Tracks and maintains Excel discussion log with agents.
  • Assists in creating documentation, job aids, and memos and policies for the contact center.
  • Utilizes escalated calls as a training opportunity with agents.

Service

  • Maintains patient confidentiality 100% of the time.
  • Maintains productivity; ensures minimal downtime.

Team Focus

  • Ensures adherence to Contact Center policies and procedures.
  • Forms strong working relationships within the team and treats each other with respect.
  • Participates in interviews to select the most qualified candidates for the position.
  • Conducts team meetings for assigned agents.
  • Addresses any team member issues, delivers corrective action and monitors behavior.
  • Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
  • Gives reviews twice per month with direct reports and documents discussions and actions taken.
  • Brings problems to the attention of the Director; is willing to ask for help.
  • Supports Director with projects on as needed basis.
  • Interacts with other departments to ensure efficient and service-oriented operation.

 

Job Requirements

SKILLS/QUALIFICATIONS:

  • Excellent customer service skills both internally and externally.
  • Strong verbal communication, listening and interpersonal skills.
  • Energetic and flexible.
  • Manages multiple projects; able to multi task.
  • Able to read and understand complex information.
  • Well organized and detail oriented.
  • Exhibits sound judgment.
  • Identifies additional tasks to be completed and willingly assists others.
  • Strong Microsoft Office computer skills required.
  • Exhibits a high level of confidentiality and professionalism.
  • Familiarity with HIPAA law preferred.
  • Minimum four years customer service experience required.
  • Minimum 1 year of supervisor experience preferred.
  • Minimum two years of contact center experience in a healthcare environment preferred.
  • Bilingual (English/Spanish) preferred.
  • College degree preferred.