Call Center Supervisor Conceptions Florida

• 3.

5 Coral Gables, FL Job Details Full-time From $55,000 a year 1 hour ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Qualifications Foreign language proficiency Customer communication Team supervision Managing teams in a customer support role Call center experience HIPAA High school diploma or GED Hiring Conflict management Project leadership Medical terminology Call center management Full Job Description 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

Experience:

Call center management: 2 years (Required)

Language:

Fluent English (Required) Fluent Spanish (Required)

Work Location:

In person