Supervisor Call Center - Digestive Health - Allegheny Center - Full Time

About the Role

Responsible for organizing and directing the daily activities within the call center operation. Supervise, train, and guide call center agents to execute their tasks, resolve problems and complaints, monitor performance, and analyze reports. Prepare and develop schedules to control adequate staffing levels.

Responsibilities

• Supervise the daily activities of call center agents.
• Ensure compliance with organization's policies and procedures.
• Perform call monitoring, coaching, training, disciplining, and reviewing all center agents.
• Address, follow up, and resolve customer (patients/practices) complaints and questions.
• Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job.
• Update Call Center databases.
• Prepare Call Center agent's schedules, monitor attendance, and schedule breaks and shifts as necessary.
• Communicate solutions, successes, and opportunities to the Manager.

Requirements

• Minimum Associate's Degree.
• One year of experience in a call center supervisory role and/or three years of call center service activities.

Compliance

This role requires adherence to ethical and legal standards, including compliance with HIPAA, data security guidelines, and the company’s Code of Business Conduct. Employees must protect covered information, cardholder data, and other confidential customer information at all times.