Supervises all Call Center Performance and Client Service Rep
?including all functions associated with the call center.
Monitors the performance of assigned staff.
Provides feedback and coaching to staff to improve performance.
Assists staff in responding to calls and answering escalated calls
Ensures staff effectively communicates with clients and with
Provides and recommends ongoing training and support to staff.
Ensures staff maintains updated knowledge of the unit's program and
Monitors and meets all standards established for this position as
outlined in the attached performance criteria
Performs other duties as may be assigned by management.
The Ideal Candidate will Possess the Following Additional Education
Bachelor's degree from an accredited college or university, or
one-to-three years call center supervisory experience in a health
or social services field
Education Required: Associates degree or equivalent experience
Education Preferred: Bachelors Degree from an accredited college or
Technical Skills / Knowledge Required: Proficient in Microsoft
Office (Word and Excel)
Subject Matter Expertise/Experience Required: Two years of
supervisory or related experience
Subject Matter Expertise/Experience Preferred: Two to five years of
supervisory experience in related area
Personal/Soft Skills: Excellent organizational, interpersonal,
verbal, and written communication skills, ability to perform
comfortably in a fast-paced, deadline oriented work environment,
ability to successfully execute many complex tasks simultaneously,
attention to detail, and ability to work as a team member, as well
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected