Supervisor, Call Center
Job Location:
Somerville, NJ - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care.This position requires an individual with effective communication critical thinking and organizational abilities who can work in a fast-paced setting and has experience in leadership roles.
Key Requirements:
Leadership Experience: Proven ability to supervise motivate and develop a remote team. Prior experience in a leadership role within a contact center or call center environment is required.
Contact Center Operations: Deep understanding of staffing models performance metrics and best practices. Experience managing service levels and problem-solving to improve results is essential.
Technology Knowledge: Proficiency with contact center systems and technology including Microsoft Office Epic Calabrio Finesse and workforce management tools.
Main Responsibilities:
Provide ongoing coaching mentoring and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness.
Foster a positive team environment by promoting open communication collaboration and acknowledging achievements.
Monitor and evaluate team performance conduct regular reviews and implement corrective actions as needed.
Manage day-to-day operations ensuring productivity and quality standards are met.
Collaborate and actively work with partners to improve workflows and support organizational goals.
Qualifications
High School Diploma or Equivalent required or Associates Degree Related Field of Study preferred
Experience
Customer Service Experience 5-7 years required and Call Center Experience 3-5 years required and Leadership/Supervisory Experience 2-3 years preferred
Knowledge Skills and Abilities
- Exceptional telephone etiquette and customer service skills.
- Exceptional customer service active listening and verbal and written communication skills.
- Understanding of company products services and policies.
- Proficiency with computers especially with CRM software and strong typing skills.
- Strong time management and decision making skills.
- Strong leadership and supervisory skills.
Additional Job Details (if applicable)
- Monday - Friday ; position hours range anywhere from 7 AM to 6 PM EST.
- Quiet secure stable compliant work station required
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$79560.00 - $115720.80/AnnualGrade
7EEO Statement:
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
Manager
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
