Customer Contact Center Supervisor

We need to output HTML fragment with sections: About the role? The posting starts with "About The Job". We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. We need to preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "How To Apply", "Diversity", "Employment Requirements", "About University Of Minnesota". Also remove "Pay And Benefits" maybe we keep Pay and Benefits sections if they have content. The posting includes Pay Range and benefits description. So we need a Pay section and Benefits section? The instruction: "Prefer a few substantive sections over many thin ones." We can combine Pay and Benefits into one section? But they said use headings for Pay, Benefits, Schedule etc. We should include sections only if posting has real specific content. It does have Pay Range and benefits list. So we can have

Pay

with pay range, and

Benefits

with list of benefits. Also Schedule: they have "Anticipated Hours/Week 40 hours/week". That's schedule info. So we can have

Schedule

with that. Responsibilities: The posting has many responsibilities broken down by percentages. We should capture them as list items under Responsibilities. Could also split into sub-sections? But we just need Responsibilities section with list. Requirements: They have Required Qualifications and Preferred Qualifications. Could combine into Requirements section? Or separate Qualifications? The instruction says use headings for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to decide what goes where. Likely: Responsibilities section for duties. Requirements section for required qualifications. Qualifications section for preferred qualifications? Or Skills section for skills like proficiency with Google and Zoom Suite, database systems, etc. We'll need to parse. Let's extract: About the job: description: "This leadership position oversees the Veterinary Medical Center's (VMC) customer service professionals, ensuring excellent client service and compassionate, professional management of various client interactions." That's about the role. Responsibilities: bullet points under "Key responsibilities include:" then sub-sections: Supervision And Leadership, Client Service And Operations, Essential Functions with percentages. We can combine all responsibilities into a list. Requirements: Required Qualifications: Bachelor's degree plus 4 years experience OR combination education/experience totaling 8 years. Preferred Qualifications: list items. Skills: maybe include proficiency with Google and Zoom Suite, experience with database systems and report generation, statistics application, supervisory experience, etc. Could put under Skills. But we could also put Preferred Qualifications under Qualifications section. The instruction: Use headings for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to decide mapping. Probably: Requirements = Required Qualifications. Qualifications = Preferred Qualifications. Skills = specific skills like proficiency with Google and Zoom Suite, database systems, statistics, supervisory experience? But supervisory experience is also in preferred qualifications. Might be overlapping. Simplify: We'll make sections: - About the role (h3) with paragraph about overseeing VMC customer service professionals. - Responsibilities (h3) with ul list of duties (we can break into items for each bullet). - Requirements (h3) with required qualifications paragraph. - Qualifications (h3) with preferred qualifications list. - Skills (h3) maybe list of specific skills: proficiency with Google and Zoom Suite, experience with database systems and report generation, statistics application, supervisory experience (though that's also in qualifications). Might be redundant but okay. - Pay (h3) with pay range. - Benefits (h3) with ul list of benefits. - Schedule (h3) with anticipated hours/week. We must not include filler like "commensurate with experience". Not present. We must not repeat job title as heading. We must not include Job ID/requisition numbers. We must remove boilerplate: diversity, employment requirements, about university, how to apply, etc. Now craft HTML. Let's extract responsibilities list items: From text: Supervision And Leadership: - Lead, direct, and manage the work of the Customer Contact Center service staff. - Exercise authority to hire, transfer, suspend, promote, discharge, assign work, reward, discipline, and adjust grievances. - Plan, organize, and coordinate the daily activities and schedules for staff. - Review and analyze data from a variety of sources to identify trends and implement process improvement. Client Service And Operations: - Manage client-facing operations, including SAH and Equine Center front desk greeting and identifying client needs. - Supervise clerical duties such as triaging all incoming calls and managing service-specific appointment and procedure scheduling. - Oversee various client communication processes throughout the patient’s journey. - Develop, review, and adjust staff procedures and reference materials. - Drive continuous improvement initiatives to enhance client service and maintain the VMC's competitive edge. Essential Functions (with percentages): We could break each percentage bullet into items. 35%- Customer Contact Center Ops (SAH, Piper Equine & Companion Animal Teaching Clinic): - Staffing & Coverage: Maintain adequate staffing across three distinct locations—including the 24/7 Lewis Small Animal Hospital—to ensure seamless service delivery. Staff responsibilities range from general to advanced clerical support. - Policy & Procedure: Partner with the Director of Operations to develop, implement, and maintain clerical policies and procedures. - Service & Compliance: Ensure all staff utilize exceptional client and service communication skills. Oversee compliance with electronic medical record best practices. Ensure adherence to best practices for payment collection. Maintain strict accounting protocols for processing online payments and managing register opening/closing procedures. 25%- Develops and Leads Customer Service Team: - Motivates and develops customer service staff through consistent coaching and mentoring. - Conducts one-on-one meetings and provides real-time follow-up on both successes and areas for improvement for all direct reports. - Coaches customer service professionals to achieve superior performance and recognizes team accomplishments. - Monitors service calls to evaluate customer service professionals' demeanor, technical accuracy, and adherence to best practices. - Tracks and reviews communication metrics for all staff to ensure a balanced and reasonable baseline workload distribution. 15%- Training and Staff Development: - Coordinate training schedules with the Project Coordinator. - Develop and maintain comprehensive training checklists. - Lead the training and onboarding process for new staff, including student team members. - Schedule remedial training as needed for existing employees. - Conduct mid-probationary and final probationary reviews for all collective bargaining unit staff members. 15%- Proactively seeking ways to enhance the client experience: - Maintains service standards by monitoring the post-visit communication worklist, service email, and fax. - In collaboration with technical supervisors and leadership, addresses customer complaints by answering questions and recommending corrective services. - Assists with maintaining a solution-focused approach during elevated customer interactions. - Coordinates with service supervisors to optimize patient flow from initial contact through discharge. - Collaborates with organizational leadership from a variety of units to exchange customer service information and resolve operational obstacles. - Supports the auditing team in reviewing patient invoices to maintain accurate and timely billing and respond to compliance trends and changing operational needs. 10%- Plans, Prepares, and Devises Work Schedules: - Coordinate the work schedules for all direct report clerical staff, including student staff and those covering after-hours and weekend shifts. - Optimize staff labor and maintain customer service standards while ensuring adequate time is allocated for employee meal breaks, meetings, and professional development. - Communicate all schedule changes to staff effectively and promptly. - Respond quickly to unplanned staff absences by reorganizing schedules to ensure all essential work areas remain covered. We can include all these as list items under Responsibilities. Now Required Qualifications paragraph: "Bachelor's degree (BA/BS) plus a minimum of four (4) years of related professional experience. OR a combination of education and work experience totaling at least eight (8) years." Preferred Qualifications list: - A minimum of six (6) years of veterinary or medical education or work experience, combined with two (2) years of customer service experience. - Experience in an academic teaching hospital setting. - A minimum of one (1) year of supervisory experience. - Experience with database systems and report generation. - Proficiency with Google and Zoom Suite. - Education, training, or experience in statistics and their application to managing service and staff levels. Skills: maybe we can list specific skills: Proficiency with Google and Zoom Suite, Experience with database systems and report generation, Statistics application, Supervisory experience (though that's also in preferred). But to avoid duplication, we could put Skills as those technical skills: Proficiency with Google and Zoom Suite, Experience with database systems and report generation, Statistics application. We'll keep that. Pay: "Pay Range : $27.74 - $30.00/hr; depending on education/qualifications/experience Time Appointment: 100% App ointment Position Type: Civil-Service & Non-Faculty Labor Represented Staff". There's some typo: "App ointment". We'll keep as is but maybe fix spacing? We should preserve info exactly but can correct obvious typo? Probably keep as given but we can clean up minor formatting. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the text as is, maybe fix the space? It's a typo but it's part of the posting. I'd keep it exactly: "Time Appointment: 100% App ointment Position Type: Civil-Service & Non-Faculty Labor Represented Staff". Might be weird but okay. Benefits list: The paragraph after Pay: "Please visit the Office of Human Resources website for more information regarding benefit eligibility. The University Offers a Comprehensive Benefits Package That Includes Competitive wages, paid holidays, and generous time off Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program Low-cost medical, dental, and pharmacy plans Healthcare and dependent care flexible spending accounts University HSA contributions Disability and employer-paid life insurance Employee wellbeing program Excellent retirement plans with employer contribution Public Service Loan Forgiveness (PSLF) opportunity Financial counseling services Employee Assistance Program with eight sessions of counseling at no cost Employee Transit Pass with free or reduced rates in the Twin Cities metro area While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience." We need to extract benefits list items: Competitive wages, paid holidays, generous time off, Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program, Low-cost medical, dental, and pharmacy plans, Healthcare and dependent care flexible spending accounts, University HSA contributions, Disability and employer-paid life insurance, Employee wellbeing program, Excellent retirement plans with employer contribution, Public Service Loan Forgiveness (PSLF) opportunity, Financial counseling services, Employee Assistance Program with eight sessions of counseling at no cost, Employee Transit Pass with free or reduced rates in the Twin Cities metro area. We'll make a ul list. Schedule: "Anticipated Hours/Week 40 hours/week". We'll put that. Now produce HTML. We'll start with

About the role

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Responsibilities

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Requirements

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Qualifications

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Skills

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Pay

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Benefits

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