Join our team who is committed to the delivery of the highest quality health care service. We are seeking a full-time Call Center Supervisor that is self-motivated, energetic, and a take charge individual.
Responsibilities include:
Develop customer service objectives and metrics for the call center
Develop operational objectives for the call center’s day-to-day activities
Ensure compliance to SSCHC best practices for call center management and operations
Hire, coach and provide on-going training to personnel to maintain high customer service standards, including high competency in troubleshooting problems, fast tracking patient requests, and responding/routing callers appropriately
Select, train and develop internal resources to assist staff during leadership absences
Efficiently plan the use resources, procedures, and schedules to maximize service
Provide communication and follow up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
Perform at least one monitoring evaluation with each agent every two weeks for inclusion into monthly performance feedback
Monitor and improve telephony services and other procedures performed by the Call Center staff
Develop, improve, update scripting, presentations and talks to motivate and educate call center agents
Evaluate annual performance reviews with key metrics
Prepare monthly reports for public posting
Collect, analyze and post monthly and summary call-center statistics
Assume responsibility of departmental budgeting and tracking expenses
Qualifications:
Minimum of 2+ years of successful management experience
Must be bilingual in English/Spanish
5+ years’ experience in Call Center environment
Some medical experience helpful
Familiarity with Cisco software systems preferred
Excellent communication, management, interpersonal and leadership skills required
Advanced conflict resolution skills required
Ability to work overtime as necessary to meet quotas and guide team
Technical/trade school graduate or equivalent
Valid Wisconsin driver’s license, use of an automobile, and current automobile insurance
No Phone Calls Please Qualified applicants may apply online or send resume to Sue Raymond, Vice President of Human Resources, Sixteenth Street Community Health Center, 1337 S. 16th St., Milwaukee, WI 53204 or fax to 414-672-0413