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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.



  • 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.


  • 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


  • 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.