Supervisor, Call Center, Full time, Days - 10am-6pm, Morristown

Summary:

The Central Scheduling Supervisor is responsible for overseeing the daily operations of the Central Scheduling team to ensure efficient, accurate and patient-centered scheduling services. Provides leadership, guidance and support to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence to AHS standards, performance goals and customer service excellence. Nice cXone experience/ phone system experience highly preferred Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population. Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives. Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service.

Job Duties:

Supervise staff on day-to-day assignments and completion of all expected work including: Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries. Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods. Provides direct supervision, coaching, and performance feedback to team. Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards. Assisting with training and onboarding of new staff and ongoing skill development for existing staff. Ensuring we meet Contact Center KPIs and POS cash collection goals. Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments. Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures. Escalation and troubleshooting to support operations Completes interviews and hiring, as required, to ensure team is fully staffed. Cross coverage of all departmental assignments and assisting with projects as required

Required:

High School diploma

Preferred:

Associate degree or equivalent in certification 3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree Nice cXone experience/ phone system experience highly preferred