Supervisor, Contact Center - Hill Country
Baylor Scott & White Health

Job Info

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JOB SUMMARY

The Supervisor of Contact Center provides supervisory support to the front-end contact center operations. This position supervises team members primarily responsible for responding to phone, email and other electronic requests and inquiries, to ensure the highest quality level of customer satisfaction and resolution.

ESSENTIAL FUNCTIONS OF THE ROLE

Supervises the daily customer service activities: prepares and directs schedules, monitors attendance of team members, and schedules breaks and shifts as necessary.

Monitors all outbound and inbound activities of the team according to performance standard goals. Improves quality results by evaluating processes and recommending changes. Coordinates and enforcing system policies, procedures and productivity standards. Performs routine call quality reviews on recorded or live calls according to established procedures.

Motivates and mentors team members to maintain a positive and productive work environment, and creates and implements goals, action plans, and incentives to drive desired production results. Performs call monitoring, coaching, training, and feedback and disciplining.

Acts as information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis.

In coordination with Manager, participates in the hiring process, and administers performance management, recognition and disciplinary actions. Frequently meets with each team member to review overall performance. Coaches, counsels and motivates employees.

KEY SUCCESS FACTORS

Ability to work within guidelines established to make decisions.

Ability to work in a fast paced, high volume environment.

Strong written and verbal communications ability.

Strong attention to detail, with time management skills

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - Associate's or 2 years of work experience above the minimum qualification

- EXPERIENCE - 4 Years of Experience

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