Call Center Supervisor

Platinum Dermatology Partners • Full-time • Sunrise, FL • 2w ago

Hire, train and onboard new Contact Center agents as required to meet quotas
Working Supervisor who will take Inbound and make Outbound calls daily.
Provide coaching and assistance to contact center agents on an ongoing basis
Quality Management
First Call Resolution
Process weekly production reports for submission to management
Call Center metrics
Volume
Productivity by appointments
Abandonment rate
Capacity rates
Act as a member of the Provider Scheduling Committee, set agenda and make provider
scheduling recommendations.
Oversee and ensure conflict resolution between associates and patients
Ensure that all employees follow the company’s best practice for contact center
management and operations
Develop presentations and talks to motivate and educate contact center agents
Communicate company goals to staff so every employee understands his or her role
Conduct periodic surveys of patients and potential customers to ensure quality control
Provide daily oversight and guidance to employees
Conduct meetings with staff on office policy and procedure changes
Assist patients with potential billing issues
Approve time off requests and bi-weekly payroll time for employees
Serve as office point person for providers, employees, pharmaceutical reps, and vendors
Serve as liaison between medical office and corporate office
Travel required as needed