Summary:
We are seeking an experienced and dedicated Call Center Supervisor to oversee the daily operations of our medical answering service and hospital switchboard team. The ideal candidate will ensure high-quality service delivery, manage staff performance, and maintain compliance with healthcare communication standards.
Shift: Tuesday-Saturday 10:30am-7pm -ONSITE - Contract to Hire
Key Responsibilities:
- Supervise and lead a team of call center agents and switchboard operators.
- Monitor call center operations to ensure adherence to protocols, efficiency, and customer service excellence.
- Handle escalated calls and provide solutions to complex customer issues.
- Train, coach, and mentor staff, providing ongoing feedback and performance evaluations.
- Develop and implement strategies to improve call center metrics, including response times, accuracy, and customer satisfaction.
- Coordinate with healthcare providers and hospital departments to ensure seamless communication and service delivery.
- Prepare and analyze reports on call center performance and recommend improvements.
- Ensure compliance with HIPAA and other relevant regulations.
- Manage scheduling, attendance, and payroll for call center staff.
- Participate in recruitment and onboarding of new team members.
- Address and resolve any technical issues impacting call center operations.
Qualifications:
- High school diploma or equivalent; Bachelor's degree preferred.
- Proven experience in a supervisory role within a call center environment, preferably in healthcare.
- Strong knowledge of medical terminology and hospital operations.
- Excellent leadership, communication, and problem-solving skills.
- Ability to work in a fast-paced and high-pressure environment.
- Proficiency in call center software and MS Office Suite.
- Commitment to maintaining confidentiality and adhering to privacy regulations.
Job Types: Full-time, Contract
Pay: $24.00 - $30.00 per hour
Schedule:
Application Question(s):
- Can you commit to working Tuesday-Saturday 10:30am-7:00pm?
- Can you commit to being on call 1 week out of every month?
Experience:
- call center supervisory: 3 years (Required)
- healthcare: 1 year (Preferred)
Ability to Commute:
- Boston, MA 02215 (Preferred)
Ability to Relocate:
- Boston, MA 02215: Relocate before starting work (Required)
Work Location: In person