System Call Center Supervisor at Mail Order

Location: Manhasset, NY

Qualifications

Responsibilities

Supervises and coordinates the staff and daily operations of the Health System centralized call center. Ensures call center customer satisfaction goals are consistently met.

 

  1. Supervises, hires, trains, disciplines and evaluates the performance of staff.   Ensures performance appraisals are completed in a timely manner.
  2. Prioritizes, schedules, assigns and monitors work to optimize operational service.
  3. Analyzes, recommends, implements and monitors approved work-flow changes.
  4. Addresses and resolves complex customer inquiries and issues. Triages specific in-depth inquiries to appropriate resource (clinical call center, billing call center, etc.).
  5. Compiles and analyzes statistics related to call center activities and reports on trends. Determines potential causes, and develops recommendations for process improvements.
  6. Participates in developing and delivering training related to operations.
  7. Ensures proper maintenance and integrity of conventional and computer-aided records and information.
  8. Builds and maintains productive intra-departmental work relationships to optimize operations.
  9. Maintains department supply and equipment inventory.
  10. Performs related duties as required.

 

*ADA Essential Functions