Contact Center Supervisor

About the role

Join our team as a remote day-shift, full-time, Central Scheduling Contact Center Supervisor.

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care.

Get to Know Your Team: Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members and more than 280 sites of care with over 1,800 affiliated providers across six states.

Responsibilities

• The Supervisor, Contact Center, supervises and coordinates the daily operations and activities of the Contact Center to meet and exceed patient expectations and organizational objectives.
• Drives and encourages a positive and supportive work environment.
• Coaches and develops Schedulers to ensure world-class patient experience as measured by Quality Assurance (QA) audits, Average Handle Time (AHT), and Error Rate.
• Improves patient wait time through reduction in Attendance and tardy occurrences, schedule adherence, and ensuring proper offline (Aux) time is adhered to.
• Builds strong and positive relationships with direct reports, colleagues, and support staff.
• The Supervisor may also be required to execute formal performance management up to and including termination recommendations.

Qualifications

Job Requirements:

• High School Diploma or equivalent.
• 3+ years of extensive Customer Service experience, in a call center environment preferred, or one (1) to three (3) years of leadership experience in a fast-paced environment.
• Exceptional communication, analytical, problem-solving, multitasking, and decision-making abilities.
• Ability to work independently.
• Ability to work in a structured, high-pressure, changing, and challenging environment.
• Advanced computer skills.

Preferred Job Requirements:

• 2+ years post High School education.