Supv Call Center

Summary:
Under the general supervision of the Contact Center Manager coordinate the activities of the Call Center and supervise the Contact Center Associates and Clinic Schedulers. Participates in the development of policies and procedures related to assigned departmental activities including process improvements.

Responsibilities:
Interviews hires assigns trains and evaluates staff. Provides guidance and enforces a continuous Contact Center Associate training program. Analyzes employee productivity reports absence reports and performance for quality and performance improvement.



Maintain a procedure manual to define the Contact Center and the Contact Center associates� responsibilities. Recommend and draft new or revise policies and procedures as needed.



Conducts periodic individual and/or group staff meetings; maintains minutes.

Keep all sources of information updated orderly and accessible.



Respond to and resolve customer (internal and external) complaints about Contact Center services.



Monitor expenses against budget; prepare payroll; order supplies.



Perform duties of a Contact Center associate when necessary.



Maintain quality assurance safety environmental and infection control in accordance with established hospital department policies procedures and objectives.



Provide a positive work environment. Provide support and positive feedback.



Must be flexible.



Perform other related duties as required.

Other information:
BASIC KNOWLEDGE:

Equivalent to a High School Diploma



EXPERIENCE:

Minimum 5 years of experience in a Contact/Call Center Environment.

Supervisory experience Preferred

Excellent communications / language skills.

Computer Skill Level: Proficient



SUPERVISORY RESPONSIBILITY:

Supervises up to 30 FTEs.

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Brown University Health is a VEVRAA Federal Contractor.

Location: The Miriam Hospital USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union

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