Now Hiring - Conceptions Florida - Call Center Supervisor in Coral Gables, FL

Full description of the position

Job

Overview

Conceptions Florida is looking for a Call Center Supervisor with prior management/supervisor experience in a Call Center. The Call Center Supervisor will oversee call center staff and will be responsible for assigning tasks, motivating and disciplining Call Center employees and assessing their performance.

Responsibilities

• Lead a call center team of 3-4 employees.
• Hire, train, and prepare call center representatives to respond to patient questions and complaints and troubleshoot problems.
• Ensure all Call Center representatives understand and comply with all call center objectives, performance standards, and policies.
• Attend management meetings scheduled by upper management and communicate to the Call Center staff effectively about issues that may impact Call Center representatives.
• Monitoring and evaluating call center representative performance, providing educational opportunities, and taking corrective action, if necessary.
• Oversee the day-to-day operation of the call center systems (i.e. EMR and CRM).
• Drive continuous improvement through CRM analytics dashboard.
• Offer new ideas and suggestions for improvement in the Call Center.
• Demonstrate a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making patient complaints/concerns a priority.
• Ensures 100% adherence to all company policies and procedures.
• Follows HIPAA law and maintains patient privacy/confidentiality.
• Understands and embraces Conceptions Florida and call center operations.
• Praise and share feedback with the call center team regarding their performance, suggest improvements, changes and/or updates as applicable.
• Audit patient phone calls when a patient complaint is received regarding a call center employee or a call center matter.
• Be a visible presence in the Call Center and create strong relationships with the call center team and Conceptions Florida's supervisors and their respective team.
• Performs other duties as assigned. Experience - Excellent communication skills, both verbal and written. -Call center experience. -Manager/supervisor experience required. - Strong analytical abilities to assess call center metrics and performance data. - Proficiency in English and Spanish is a plus. - Experience in project management. - Demonstrated leadership skills with the ability to motivate and inspire teams - Proven ability to manage, negotiate, and resolve conflicts effectively - Prior experience in customer service or sales roles is beneficial Job Type: Full-time Pay: From $55,000.00 per year

Benefits

:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance Schedule:
• 8 hour shift
• Monday to Friday Work Location: In person