Call Center Shift Supervisor

• Provides daily supervision of call center employees using techniques that reflect good leadership skills, encouraging employees to be customer service focused
• Responsible for managing staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, wait time and customer service
• Responsible for the preparation& reconciliation of reports daily, weekly and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports &/or other reporting
• Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL
• Responsible for overseeing and acting as backup for all medical and security related emergency code activations while in the department
• Responsible for Manages a core group of team members and conducts bi weekly meetings with core team members
• performs call monitoring each shift staff member weekly, provides monthly call monitoring quality scores to Call Center Representatives and documenting results
• manages team members time off requests and overtime requirements
• Attend mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings
• Attend all quarterly Call Center operational, computer and customer service training sessions
• Provide daily in-service meetings to staff or delegate when necessary
• Maintain office manuals and notebooks
• Conducts monthly shift meetings with core team members and other team members to ensure continuity in shift and overall call center operations
• Oversee all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning
• Provide initial, on-going and cross-training of employee
• Perform routine back-up functions to ensure constant data integrity as well as Identifies and reports equipment trouble to supervisor
• Make reports regarding traffic patterns and recommends ways to improve operating efficiency
• Interview and screen applicants
• makes recommendations with appropriate justification
• Track and monitor attendance, performance and conduct related issues for core team members as well as completes annual performance reviews and corrective action for core team members
• Work with HR to determine appropriate disciplinary actions and to create and present any disciplinary CAF forms when necessary
• Manage the call que(s), direct the Call Center Lead and accept escalated calls received in the Call Center
• Manage downtime process (s) as needed for computer, software, phone and/or paging outages

• High School Graduate or GED
• 2 or more years of experience in a supervisory role in a call center, switchboard call center or dispatch environment
• Experience interacting and communicating with a diverse population using sensitivity, tact and discretion
• Excellent typing, grammar and spelling skills
• Ability to coordinate activities or tasks of people and groups
• Strong computer skills
• Excellent customer service skills

Associates Degree in a related field of study from an accredited college or university