Supervisor Call Center RN

San Diego, California
May 16, 2024
Jul 17, 2024
Job Summary:

Oversee the daily operation of the call center to include regular monitoring and coaching of TMS and CSS, maintaining schedule adherence, and managing to predetermined productivity levels. Hours of Work: 8 hour shifts, including weekends, in a 24 hour per day, 7 day per week call center.
Essential Responsibilities:

  • Supervise all call center personnel during assigned shift.

  • Monitor (listen to both sides of telephone conversation) TMS and CSS on regular basis.

  • Coach (provide feedback) TMS and CSS after each monitoring session.

  • Actively manage productivity by maximizing all human and technical resources.

  • Actively manage absenteeism and tardiness within the unit and document discrepancies.

  • Actively plan for and participate in call center staff meetings.

  • Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures.

  • Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers.

  • Provide team guidance, support, and reinforcement.

  • Support management decisions in a positive manner.

  • Display excellent human relations skills by showing a sincere interest in employees problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members welfare by listening with empathy.

  • Be sensitive to morale and motivation issues and strive to constantly improve the work environment.

  • Participate in disciplinary actions and counseling sessions.

  • May occasionally be required to handle overflow calls.

  • Accept new directions/assignments in support of the departments objectives.

  • Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate.

  • Assist with clinical guidelines and operational procedures development.

  • Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments.

  • Participate in research projects and outcome studies related to telemedicine.

  • Assist in training of new hires.

  • Prepare performance appraisals for TMS and CSS within prescribed time frames.

  • Work with the TCS Scheduler to maximize the centers human resources.

  • Participate in interviewing process for new hires.

  • Additional duties as assigned.

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