Call Center Contact Supervisor

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.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence, as these values guide our everyday actions with patients, customers, and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

In addition, our leaders will demonstrate an aptitude for:

• Ensure Accountability and Build Effective Teams
• Drive Vision and Purpose and Optimize Work Processes

By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

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.

MINIMUM QUALIFICATIONS

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.

Pay Range

$50,523.20 - $83,345.60

Location

The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type

8:30am - 5:00pm M-F

Work Shift

Day

Daily Hours

8 hours

Driving Required

No

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.