Supervisor I Contact Center - Kelsey Seybold Clinic - Patient Access Center - Remote

Primary Responsibilities

• Identify training and performance needs
• Monitor phone and work queue performance
• Develop action plans for improving and sustaining team performance
• Participate and complete special projects as assigned
• Partner with the Workforce Management Team to ensure effective resource planning
• Work closely with clinic partners and serve as an escalation point for providers and clinical staff
• Ensure that Corporate and Contact Center policies are followed
• Help identify and execute changes in policy and procedures
• Set the example of living the Kelsey-Seybold values of quality and care

Required Qualifications

• 2+ years of equivalent work experience
• 2+ years of supervisory experience in a contact center environment (or equivalent experience)
• 1+ years of experience as a Team Lead or Coordinator in Kelsey-Seybold Contact Center
• Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word
• Proven knowledge and experience with Contact Center technologies including Call Routing and Workforce Management systems

Preferred Qualifications

• 3+ years of supervisory experience in a Health care related contact center or 1+ years of supervisory experience in Kelsey-Seybold Contact Center
• Experience and knowledge of Cisco
• Experience and knowledge of Calabrio Workforce Management system
• Fluent in conversational Spanish

Pay

The salary for this role will range from $49,700 to $88,800 annually based on full-time employment.

Benefits

Our mission of helping people live healthier lives extends to our team members. Learn more about our range of benefits designed to help you live well.