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Practice Supervisor- Call Center

Company: Lee Health
Location: Fort Myers
Posted on: January 12, 2019

Job Description:

Practice Supervisor- Call Center Are you eager to motivate and lead others? Are you seeking an opportunity to grow with a progressive organization ? Do you love helping others? If so then Lee Health is the place for you as a Call Center Supervisor ! A Call Center Supervisor provides leadership, strong culture foundation, performance management, accountability and direction for assigned Operations/Contact Center Team. Oversees the day to day operations of specific Contact Center teams and the achievement of the established operating metrics with respect to the Contact Center performance. Responsible for maintaining a positive and proactive work environment. Conducts the coaching and development of Team members (Team Leads, Agents/Representatives). Appropriately manages respective relationships and engagements between Contact Center and other Lee Health peer groups. Responsibilities: Assist in implementation and maintenance of call center training program, providing reps with appropriate training and/or retraining. Spend time on the call center floor directly monitoring reps for quality assurance. Identify and recommend areas for development; establish and implement best practices. Assist with scheduling and managing the attendance process for reps. Perform other duties as assigned. Knowledge: Analytical ability to identify problems, develop solutions and implement an effective course of action Strong leadership and coaching skills as well as excellent communication and presentation skills Ability to work effectively and productively with varied levels of personnel, with professionals and business organizations Ability to provide effective verbal and written communication to all levels of the organization and with external contacts Strong personal computing skills Operational responsibilities include, but are not limited to: Interviewing, hiring, and training employees Planning, assigning, and directing work Appraising performance Rewarding employees and holding them accountable for their performance Addressing complaints and resolving problems Supports Team Leaders in their efforts to meet and exceed patient and departmental expectations. Some of these expectations and key performance indicators include: Quality of Service, Customer Satisfaction, Schedule Adherence and Service Levels. Assists in the recruitment, development and retention of a team of direct reports, ensuring they are proficient in their job skills and provides constant follow-up coaching. Manages information flow between Lee Health peer groups, Lee Health Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all operational needs and goals are attained. Requirements: Educational RequirementsDegree/Diploma ObtainedProgram of StudyRequired/ Preferredand/orAssociate'sPreferredExperience RequirementsMinimum Years RequiredArea of ExperienceRequired/ Preferredand/or1 YearPhysician Practice/Outpatient ManagementRequiredState of Florida Licensure RequirementsLicensesRequired/ Preferredand/orNot RequiredCertifications/Registration RequirementsCertificates/RegistrationsRequired/ Preferredand/or

Keywords: Lee Health, Fort Myers , Practice Supervisor- Call Center, Other , Fort Myers, Florida

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