Supervisor, Customer Contact Center

Location: 85 Columbian Street, Weymouth, MA 02190. Department: SHS IT Support Services Leaders. Status: Full‑time. Budgeted Hours: 40 per week. Shift: Day (United States of America).

About the role

The IT Customer Contact Center Supervisor (CCCS) works to deliver standardized daily operations of a team tasked with delivering superior customer service in a call‑center environment. This role develops, implements, maintains and supports call‑center activities and provides expertise on defined service‑delivery reporting statistics.

Responsibilities

• Coordinate daily call‑center activities, including 24/7 coverage scheduling, PTO management, and daily operational huddles.
• Provide direction to CCC Coordinators and Customer Service Representatives on call handling, problem escalation and management, and project‑related activities.
• Keep the IT Support Services Manager informed of daily issues or escalations and collaborate on staff‑scheduling matters.
• Ensure accuracy of answering‑service information for physicians and internal customers as collaboratively decided.
• Prepare, review and modify employee schedules; authorize time off and maintain on‑call schedules.
• Monitor, observe and adjust call flow in real time to maintain departmental call standards.
• Perform system redundancy checks, maintain downtime materials, and carry out duties to sustain downtime schedules and client information.
• Participate in continued learning and be willing to learn and utilize new technology and procedures.
• Embrace technological advances that enable effective and efficient communication.
• Act as a positive role model, motivate and enhance team morale, inspiring members to surpass their potential.
• Fulfill on‑call requirement involving 24/7 coverage on a rotating schedule.
• Perform other duties as assigned.

Requirements

• Personal transportation for local travel between South Shore Health sites.
• Ability to participate in varying schedules as assigned.
• Ability to participate in emergency and on‑call coverage as assigned.
• Strong communication skills, including relationship building and effective communication with project teams and key clinical stakeholders (business services, nurses, physicians).
• Flexible team player with strong project management and organizational skills, able to establish and achieve goals while maintaining timelines.
• Monday‑Friday day shift with flexibility to support a 24/7 department.

Pay

Pay range: $79,600.00 – $113,800.00.

Schedule

Monday‑Friday day shift; flexibility to support a 24/7 department as needed.