Call center supervisor job description

If you’re ready to build a successful and rewarding career with an industry-leading company, we may have just the perfect fit for you! Founded in 1957 and headquartered in Mahwah, NJ we are one of the nation's largest privately owned dedicated domestic call center companies with 20 call centers located throughout the United States.

We are currently seeking Call Center Supervisors to lead a team of Call Center Agents. You will develop, coach and manage a team of talented Agents to exceed client and company goals.

If you are looking for an exciting opportunity where you can grow your career, and if you meet our qualifications, we definitely want to talk with you. Contact us today!
Job Responsibilities
As a Call Center Supervisor, you’ll be responsible for valuing and inspiring a team of Agents through effective and consistent leadership, relationship building, reward and recognition

Specific duties for this position include but are not limited to:
Develop and execute coaching plans based on employee need and as directed by upper management Train, develop, and motivate your agents to exceed set performance goals Ensure your team is meeting all Corporate, Contact Center and client expectations in all areas of performance, quality and compliance Create and maintain a motivating and positive working environment Utilize monitoring systems to effectively evaluate and impact performance

Benefits
Here’s just some of what we have to offer:
Competitive Pay Medical, Dental, and Life Insurance 401K Paid Vacation Days Corporate Education Reimbursement
Job Requirements
Bachelors Degree or 4+ years of management experience preferred Energy and enthusiasm! Excellent written and verbal communications skills Dynamic personality with a focus on customer service and motivational skills Superior organization/time management skills Flexible scheduling to cover morning, evening, and weekend shift requirements Ability to pass a criminal background check and drug test

At DialAmerica, YOU are the Difference!
Apply now!

WE ARE AN EQUAL OPPORTUNITY EMPLOYER
We consider applicants for all positions without regard to race, color, religion, creed, gender, age, national origin, disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.


Company DescriptionJoin our team at one of the nation's largest customer contact companies offering superior service and sales support for today's leading brands.

At DialAmerica, we recognize talent, promote from within, and operate in a fun culture committed to your success. Take advantage of advancement opportunities in our Contact Centers and at our Corporate Headquarters. Whether you are an entry level candidate or an experienced professional, there is an opportunity for you here.

Job DescriptionThis position is a sallaried position. We are looking for a stellar Call Center Supervisor to oversee Tier 1 and Tier 2 Representitaves. The position will pay between $36,000 - $42,000 / year, depending on experience. We have an opening in New York and one in Hartford. If this sounds like you or someone you know, please apply immedietely as these positions are going quickly. Thank you!
Job Responsibilities:


Supervise call center operations and all related Exchange Call Center activity for Tier 1 or Tier 2 CCRs.
Monitor the performance of Tier 1 or Tier 2 Call Center Representatives (CCRs) and provide feedback and education to staff to improve performance
Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Call Center, and assist with establishing performance goals and measurements for Tier 1 or Tier 2 CCRs.
Assist Tier 1 or Tier 2 CCRs in responding to customer inquiries regarding the insurance affordability programs, Advanced Premium Tax Credits (APTCs), modified adjusted gross income (MAGI), qualified health plans (QHPs), and managed care program, community resources, and options for client inquiry resolution programs
Work closely with the Quality Assurance/Training Manager regarding staff performance and training needs
Performs other duties as may be assigned by the Call Center Supervisor or Management



Job Requirements


Associate's or Bachelor's degree from an accredited college or university
A minimum of one year of supervisory experience in a health or social services field
High school diploma or equivalency, or related customer service functions
Experience working with culturally and linguistically diverse populations in a courteous and effective manner

The Visiting Nurse Association of Central Jersey Community Health Center, Inc. (VNACJ CHC) has remained an integral part of Monmouth County for more than 27 years, providing comprehensive primary and preventative care for infants, children, and adults. The team of expert physicians and certified nurse practitioners specializes in primary care for the entire family, as well as prenatal and gynecological care, disease prevention, behavioral health, dental care, chiropractic care, podiatry, lab testing, and more. The VNACJ CHC’s breadth of services encompasses a wide range of high quality, cost-effective, comprehensive health care services.

As a Federally Qualified Health Center, the VNACJ CHC provides care at a sliding scale cost—meaning that quality of care is never dictated by ability to pay. Ensuring equitable access and overcoming barriers in the health care system is central to the VNACJ CHC’s approach to care. Through the LGBTQ Center for Health & Wellness, Ryan White Program, and Medication Assisted Treatment Program, the VNACJ CHC provides care to historically disadvantaged groups.

We are currently looking for a Call Center Supervisor to join our team. The position would be responsible for providing excellent customer service to Community Health Center patients needing assistance via telephone.

Responsibilities

Among the responsibilities of the Call Center Supervisor:

1. Supports organization’s mission by striving for excellence in all aspects of the job with a focus on positive interpersonal relationship with co-workers.
2. Oversees the direct day-to-day operations of the call center and its employees.
3. Ensures efficient patient scheduling operation within all applicable scheduling guidelines.
4. Monitors call center performance against all key performance indicators. Develops and implements action plans to improve performance where and when needed.
5. Promotes exceptional customer service.
6. Supervises staff in conjunction with the organization’s managerial/leadership practices; responsible for overseeing effective staff peer review.
7. Attend meetings such as senior leadership, CQI, all staff, practice management. Facilitate regular call center team meetings.
8. Visit primary sites on a regular basis in order to understand and respond to site-specific needs.
9. Adheres to the organization’s policy in regards to absenteeism and appearance.

Qualifications

The ideal candidate for the Call Center Supervisor position will have the following qualifications:

• Bachelor’s degree preferred (or equivalent experience)
• Excellent analytical skills and advanced computer skills required
• Excellent verbal and written communication skills
• Must possess outstanding interpersonal relationship skills with demonstrated ability to supervise others as well as frequent contacts with program managers, directors and senior management

Working Conditions/Physical Demand : Business office environment within a fast paced healthcare center with heavy customer service, data entry, phone, fax and computer use

EEOC

VNA Health Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Company DescriptionFor over 110 years, the VNA Health Group has served the needs of home health and hospice patients in our communities. In that time, we’ve grown to become an organization of 2500 dedicated employees in three states, a leader and innovator in health care, and an award-winning organization. For the last three years, we’ve been a certified Best Place to Work ®, we’ve been recognized by Fortune Magazine as a top provider for aging services, and many of our leaders have been awarded with distinction for their contributions to health care.