Call Center Supervisor - East Hartford, United States - Solinsky EyeCare
Description
Job Summary:
The Call Center Supervisor will oversee call center operations adjusting to high and low call volumes, providing best in class service related to customer inquiries and resolving issues or complaints.
Supervisory Responsibilities:
- Oversees the daily workflow, phone coverage and trains new employees.
- Performs other related duties as assigned.
Duties/Responsibilities:
- Supervises personnel schedules in accordance with high and low call volumes
- Coordinates requests for additional personnel in Telephone queue at peak times
- Daytoday oversite of call center personnel
- Training and development of call center personnel
- Daily observation (listening and recording) of incoming/outgoing calls and personnel performance
- Monitors and evaluates performance relative to call center key performance indicators
- Coordinates Brevium Recall process and ensures current status for patient recalls.
- Assigns Klara appointment confirmation process.
- Daily oversight of Call Center and Billing office upkeep including supplies and maintenance
- Performs other related duties as assigned
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problemsolving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a highpaced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
Education and Experience:
- High school diploma or equivalent
- At least threefive (35) years' experience required ideally in an Ophthalmology practice. Will consider other related health care fields
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at time
Job Type:
- Full Time
Pay:
$ $28.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Have you worked as a Supervisor in a Call Center capacity?
Work Location:
In person
