Supervisor- Operational Call Center- Full Time
Date Posetd: 1/25/17
Position number: 55505
Department: Call Center
The Allegheny Health Network is looking for a highly motivated, customer service oriented individual to jump start their career in an innovatively developed Physician Practice Call Center.
Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities. With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.
Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures. Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.
Responsible for organizing and directing the daily activities within the call center operation. Supervise, train and guide call center agents to execute their tasks. Responsible for resolving problems and complaints. Monitor agents and supervise call center performance, as well as analyze reports. Prepare and develop schedules to control adequate staffing levels. Job Responsibilities: Supervise the daily activities of call center agents. .
Ensure compliance with organization's policies and procedures.
Perform call monitoring, coaching, training, disciplining and reviewing all center agents.
Addresses, follows up and resolves customer (patients/practices) complaints and questions.
Ensure that call center agents receive the appropriate support and training to aplly the best skills and knowledge on the job.
Update Call Center databases.
Prepare Call Center agent's schedules, monitor attendance and schedule breaks and shifts as necessary.
Communicate solutions, successes and opportunities to the Manager.
Education: Associates Degree preferred
Ability to work cooperatively and successfully with others to achieve outcomes required.
Minimum of one year experience in call center supervisory role and/or minimum of three years call center service activities.