Supervisor Communication Operators
Company Name:
Childrens National Medical Center
As the nation's children's hospital, the mission of Children's National Medical Center is to excel in Care, Advocacy, Research and Education. We accomplish this through: oProviding a quality health care experience for our patients and families. oImproving health outcomes for children regionally, nationally, and internationally. oLeading the creation of innovative solutions to pediatric health challenges.
The Supervisor, Communication Operators, leads the operation, supervision, and assessment of a 24/7 high volume call center, which serves as the first point of contact for the Children's National Health System. Supervisor
Responsibilities: o Supervises, coaches, engages, leads, and inspires a team of 12 to 15 Communications Operators. o Ensures the highest level of customer service within the department, which appropriately reflects a premier healthcare system with 30 locations and 6,500 employees. Responds to customer service issues and complaints. Escalates issues when appropriate. o Leads safe and efficient operations. o Continuously develops and updates department policies, procedures, and training material. Provides continuous training for staff. o Continuously reviews/analyzes call volume data and trending to ensure adequate staffing. o Develops staff work schedules and manages payroll. o Holds staff accountable. Performs real-time monitoring of agent/queue performance, and takes corrective action when appropriate. Maintains performance, time, and attendance records. o Continuously assess areas for improvement in the department, and escalates issues to manager. o Attends and represents the communications department in weekly and monthly management meetings. Builds relationships with stakeholders. o Functions as a communications operator approximately 50% of the time . o Manages call-outs and makes appropriate staffing adjustments.
Bachelor's Degree or equivalent experience. 5 years of related experience in customer service environment and team building. 2-3 years supervisory experience. High volume call center and Lean Management experience preferred.
Must be flexible with a can-do attitude and have the ability to remain professional under high-pressure situations. Excellent customer service skills, accompanied by high energy, action oriented, professional, enthusiastic, and positive behavior. Excellent verbal and written communication. Demonstrated ability to coordinate, coach, and develop the efforts of others. Ability to analyze and understand call volume data. Ability to read and comprehend detailed instructions. Candidate must be detail oriented, organized individual with demonstrated ability to prioritize, multi-task, troubleshoot and resolves problems. Expert computer skills, including Excel, Word, PowerPoint, and Outlook. Typing speed of 50 words per minute. Bi-Lingual: English & Spanish preferred.
CB
Call Center, telecommunications, policy development, hospitality, guest servicesEstimated Salary: $20 to $28 per hour based on qualifications.
Childrens National Medical Center
As the nation's children's hospital, the mission of Children's National Medical Center is to excel in Care, Advocacy, Research and Education. We accomplish this through: oProviding a quality health care experience for our patients and families. oImproving health outcomes for children regionally, nationally, and internationally. oLeading the creation of innovative solutions to pediatric health challenges.
The Supervisor, Communication Operators, leads the operation, supervision, and assessment of a 24/7 high volume call center, which serves as the first point of contact for the Children's National Health System. Supervisor
Responsibilities: o Supervises, coaches, engages, leads, and inspires a team of 12 to 15 Communications Operators. o Ensures the highest level of customer service within the department, which appropriately reflects a premier healthcare system with 30 locations and 6,500 employees. Responds to customer service issues and complaints. Escalates issues when appropriate. o Leads safe and efficient operations. o Continuously develops and updates department policies, procedures, and training material. Provides continuous training for staff. o Continuously reviews/analyzes call volume data and trending to ensure adequate staffing. o Develops staff work schedules and manages payroll. o Holds staff accountable. Performs real-time monitoring of agent/queue performance, and takes corrective action when appropriate. Maintains performance, time, and attendance records. o Continuously assess areas for improvement in the department, and escalates issues to manager. o Attends and represents the communications department in weekly and monthly management meetings. Builds relationships with stakeholders. o Functions as a communications operator approximately 50% of the time . o Manages call-outs and makes appropriate staffing adjustments.
Bachelor's Degree or equivalent experience. 5 years of related experience in customer service environment and team building. 2-3 years supervisory experience. High volume call center and Lean Management experience preferred.
Must be flexible with a can-do attitude and have the ability to remain professional under high-pressure situations. Excellent customer service skills, accompanied by high energy, action oriented, professional, enthusiastic, and positive behavior. Excellent verbal and written communication. Demonstrated ability to coordinate, coach, and develop the efforts of others. Ability to analyze and understand call volume data. Ability to read and comprehend detailed instructions. Candidate must be detail oriented, organized individual with demonstrated ability to prioritize, multi-task, troubleshoot and resolves problems. Expert computer skills, including Excel, Word, PowerPoint, and Outlook. Typing speed of 50 words per minute. Bi-Lingual: English & Spanish preferred.
CB
Call Center, telecommunications, policy development, hospitality, guest servicesEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
