Contact Center Supervisor

About the role

Texas Oncology is looking for a Supervisor, Patient Contact Center to join our team. This full-time remote position supports the Gulf Region of Texas and requires residency in the state of Texas. Typical work week is Monday through Friday, 8:00 a.m. – 5:00 p.m.

Texas Oncology has 175+ sites across Texas and southeastern Oklahoma. Our founders pioneered community-based cancer care to make the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission remains the same: using leading-edge technology and research to deliver high-quality, high-touch, evidence-based cancer care to help patients achieve “More breakthroughs. More victories.”®

Responsibilities

• Supervise and manage a team of contact center representatives in providing high-quality customer service to clients
• Monitor and evaluate team performance, identify areas for improvement, and provide coaching and training as necessary
• Ensure the team meets established goals and objectives for customer satisfaction, call volume, and quality of service
• Maintain accurate records and documentation of team performance and progress
• Coordinate with other departments and team members to resolve complex customer issues and ensure timely resolution
• Maintain a positive and professional work environment, including fostering open communication, providing support and guidance, and promoting team building activities
• Ensure compliance with all company policies and procedures, as well as applicable regulations and laws
• Perform other duties as assigned by the Contact Center Manager

Qualifications

• High school diploma or equivalent (associate’s degree or above in a related field preferred)
• Two years of supervisory experience in a fast-paced contact/call center environment
• Experience with an Electronic Medical Record (EMR) system; healthcare operations and regulations
• Proficiency in Microsoft Office and contact center software
• Experience working with virtual team members preferred
• Previous healthcare experience and familiarity with medical terminology preferred

Skills

• Strong leadership skills to inspire and motivate the team, create a positive and supportive work environment, and provide clear direction and guidance
• Effective communication with team, other departments, and customers through active listening and constructive feedback
• Strong understanding of customer service principles and ability to guide the team to ensure high-quality service delivery
• Strong analytical skills to analyze data and metrics, identify improvement areas, and develop strategies to improve team performance
• Excellent time management skills to ensure team meets goals and objectives within deadlines
• Strong problem-solving skills to resolve complex customer issues, identify root causes, and develop preventive solutions
• Proficiency in contact center software, including call center management systems, CRM software, and workforce management software
• Effective coaching and training to improve team performance, increase productivity, and enhance skills
• Ability to adapt to changes and be flexible in work hours and environment, including remote work and managing virtual teams
• Collaborative team player who works with other departments and team members to achieve common goals

Physical demands

Work may require sitting for long periods; stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. Necessary to view and type on computer screens for prolonged periods. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions.

Work environment

Work is performed in an office environment with frequent interaction with staff, patients, and the public. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions.

Benefits

We offer a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401(k) plan with company match, a Wellness program that rewards you for tracking your steps, Tuition Reimbursement, an Employee Assistance program, and discounts on many retailers.