Call Center Supervisor

Location: Little Rock, Arkansas
Date Posted: 12-04-2018
We are searching for an experienced, operationally-minded, and hands-on individual to fill a position with a large and fast-growing medical call center located in Little Rock, AR.

Position Overview:

The Call Center Supervisor will be responsible for overseeing the call center operations for a fast-paced medical call center. They will work closely with the Clinic Administrators and executive management team. Medical industry experience preferred.

Duties and Responsibilities:
  • Developing objectives for the call center’s day-to-day activities.
  • Monitoring and improving telephone handling and other procedures.
  • Evaluation performance with key metrics (accuracy, call-waiting time, etc.)
  • Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.
  • Accomplishing call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
  • Maintaining equipment by evaluating and installing equipment, developing preventative maintenance programs, calling for repairs, and evaluating and implementing upgrades.
 Requirements: ‚Äč
  • Ability to effectively supervise call center personnel in a high-volume, fast-paced medical practice.
  • Effective maintenance of patient and practice confidentiality.
  • Ability to create and maintain positive cooperative relationships with patients, physicians, providers, and staff.
  • Excellent customer service skills.
  • Strong written and verbal communication skills.
  • Attention to detail and organizational skills.
  • Team-oriented work ethic.
  • Effective project and time management skills.
  • Possessing strong computer skills with Microsoft applications and EMR software.
  • Bachelor’s Degree in business management or a related field required.
  • 3+ years working experience in a customer service for healthcare (medical centers) and call center supervisory/management experience required.
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