Supervisor Call Center
Family Health Centers of San Diego (FHCSD) is a leading community health center serving over 227,000 patients annually, with a special focus on uninsured and low-income individuals. Operating more than 90 sites across San Diego County, FHCSD provides a wide array of services including primary care, behavioral health, dental, vision, and more.
About the role
The Call Center Supervisor plays a crucial role in ensuring the Call Center operates efficiently and provides exceptional customer service. This includes monitoring call volume, quality, and staff performance, as well as developing and implementing training programs and policies.
Responsibilities
- Build positive relationships and coach staff to improve performance.
- Create and implement training programs for Call Center staff.
- Develop and update Call Center policies and procedures.
- Monitor call volume and quality, ensuring low abandonment rates and high customer satisfaction.
- Ensure staff manage calls professionally and provide excellent customer service.
- Manage staff schedules and staffing levels to meet operational needs.
- Respond to escalated customer issues and resolve them effectively.
- Perform other duties as assigned.
Requirements
- High school diploma or GED equivalent.
- Bachelor’s degree preferred.
- At least 1 year of experience in a supervisor or lead role preferred.
- 2 years of experience in a call center or healthcare-related field required.
- Knowledge of supervisory practices and techniques.
- Ability to work with a diverse group of people.
- Bilingual in Spanish/English required.
Qualifications
- Valid California driver’s license and proof of car insurance.
- Reasonable accommodation may be provided based on individual needs.
Skills
- Supervisory practices and techniques.
- Performance management and employee development.
- Multitasking and flexibility.
- Accuracy and meeting changing priorities.
- Working with diverse groups.
- Professionalism and customer service.
- Computer applications and software proficiency (MS Office, EHRs).
Benefits
Learn more about FHCSD's comprehensive benefits package, including wellness programs and more, at FHCSD Wellness – Employee Hub.
FHCSD is committed to equal employment opportunities and prohibits discrimination and harassment of any type. Learn more about our commitment to diversity and inclusion here.