Call Center Supervisor

Overview

We are seeking a dedicated and experienced Call Center Supervisor to lead our customer care team. In this role, you will be responsible for managing and developing a team of call center agents to ensure the delivery of exceptional customer service. You will oversee daily operations, including efficient staff scheduling, performance monitoring, and ongoing training. A key part of your role will be to identify and implement process improvements to enhance service efficiency and quality. The ideal candidate will excel at resolving complex customer issues and ensuring a high standard of call quality through a robust monitoring process. You will also be responsible for generating and analyzing operational reports to support management decisions and contribute to the strategic goals of the call center. This position requires a proactive leader committed to fostering a patient-focused environment and upholding our organization's high standards of conduct.

Responsibilities

• Lead and develop a team of call center agents to deliver exceptional customer service.
• Oversee daily operations, including staff scheduling, performance monitoring, and training.
• Identify and implement process improvements to enhance service efficiency and quality.
• Monitor call quality through ongoing evaluation and a robust monitoring process.
• Generate and analyze operational reports to support management decisions and strategic goals.
• Foster a patient-focused environment and uphold high standards of conduct.

Required Qualifications

Preferred Qualifications

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