The Call Center Supervisor works closely with the Operations Manager to maintain a highly capable, high-performing team which delivers effective customer service while communicating with our patients and community partners via telephonic and electronic means. The Call Center Supervisor will contribute to the success of the CEC team by actively supporting Customer Experience Specialists through real-time feedback and knowledge sharing, coaching and performance management, creation and coordination of team schedule, one-on-one growth meetings, the development and revision of protocols and training materials, and guiding the new hires through established training procedures. The Call Center Supervisor will also work closely with the Operations Manager to monitor and address Team KPIs, identify process improvement opportunities, and promote GEMD’s values and culture within the team.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Function as a strategic partner in designing, implementing, and managing Call/ Customer Experience programs that align with organizational goals, support Saved Admissions protocols, and drive PPD.
• Maintain a highly capable, high performing team that delivers the Care Coordination and Customer Service goals of the organization.
• Cultivate robust professional relationships with the team, developed through one-on-one meetings (growth meetings) and being a highly skilled communicator.
• Ensure adequate staffing and scheduling to meet the needs of the Facilities. This includes timely requests for new staff (recruiting), participating in on-boarding, and ensuring proper training (materials and time). It also includes organized monthly staffing schedules that align operational needs with HR requirements.
• Ensures the team is supported through appropriate IT platforms, software access, and hardware functionality.
• Build, maintain, and mature a CEC KPI Dashboard and ensure that the team meets monthly metrics, targets, and goals.
• Collaborate with Business and Clinical Operations teams to ensure optimal support for patients and facility teams.
• Initiate and lead process improvement projects to improve efficiency and increase patient satisfaction.
• Design and present reports to senior and executive leadership teams showcasing team performance and departmental goals.

Supervisory Responsibilities

This position supervises several positions, including Customer Experience Specialists and Care Orchestration Specialists.

Required Education

• High school diploma.

Required Experience

• At least 5 years experience in an office manager- customer service-related field to include environments in which the candidate has had to manage difficult customers, customer complaints.
• The candidate should have experience in being held accountable for “sales” or “closing sales”.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Strong leadership skills with the ability to motivate, coach, and develop team members to achieve their full potential.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve the customer experience.
• Proficiency in customer service software, CRM systems, and other relevant tools and technologies.
• Ability to thrive in a fast-paced environment, manage multiple priorities simultaneously, and adapt to changing business needs.
• Strong problem-solving skills with a customer-centric approach to finding solutions.
• Commitment to upholding the company's values and providing the highest level of service to our customers.

Preferred

Qualifications

• Bachelor's degree is strongly preferred.
• Previous lead experience is strongly preferred.
• It is also optimal, but not required, that the candidate have experience in the medical field.

Financial Responsibilities

• This position does not currently have financial responsibilities.

Budget Responsibilities

• This position does not currently have budget responsibilities.

Languages

• Bachelor's degree is strongly preferred.

Travel

Required - up to 25% of the time is traveling.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please confirm for the following questions if these working conditions are encountered Occasionally (1-33% of time on the job), Frequently (34-66% of time on the job), Constantly (67-100% of time on the job), or Not Applicable N/A

• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally (1-33% of time on the job).
• May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Not Applicable N/A
• May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Not Applicable N/A
• Must be able to ascend and descend ladders, stairs, or other equipment. Not Applicable N/A
• Subject to exposure to hazardous material. Not Applicable N/A

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.