Supervisor Pediatric Contact Center Rep

Major Responsibilities:
Lead, Supervisor, and Managerial Responsibility
1)Supervises a staff of approximately 20+ per Supervisor Contact Center Representatives (Level I, Level II, and Leads).
2)Actively monitors performance metrics and ensures that they meet or exceed standards.
3)Successfully meets performance targets.
4)Manages staff tasks to achieve objectives and meet deadlines.
5)Performs annual performance evaluations.
6)Coordinates disciplinary procedures as necessary.
7)Escalates staff performance issues to the Manager when necessary.
8)Works with the Manager to update key policies and procedures.

Staff Development Responsibilities
1)Conducts regular meetings with Representatives for feedback and communication with documented minutes.
2)Provides an adequate orientation program for all new staff.
3)Oversees new Representative training programs.
4)Creates and manages staff development plans.
5)Motivates staff and recognizes staff efforts on a regular basis.
7)Implements and enforces policy and procedure updates/changes.
6)Shares new knowledge with staff.

Performance Monitoring and Quality
1)Tracks, monitors, and resolves patient complaints, utilizing this information to develop process changes
2)Evaluates caller hold/wait times and makes schedule changes as neces-sary/appropriate.
3)Reviews patient satisfaction data to develop and implements appropriate action to achieve defined customer satisfaction goals.
4)Analyzes telephone reports for trends in call patterns, utilizing the information to adjust staffing appropriately to meet department goals and service stand-ards.
5)Sets fair and consistent productivity goals.
6)Fields contact center telephone calls and contacts that are escalated from Representatives.
7)Actively identifies staffing gaps and minimizes decreases in performance by fielding calls and other patient contacts when necessary and during peak times.

Organizational Climate
6)Holds staff accountable by communicating clear expectations and effectively supervising employee performance.
1)Fosters an atmosphere that encourages entrepreneurial thinking and promotes a high quality work environment.
2)Promotes a work environment that supports a robust and respectful dialogue.
3)Creates an environment where all associates collaborate to utilize the talents and creativity of all involved.
4)Participates in professional growth activities.
5)Promotes recognition of staff and celebrations of team accomplishments.
7)Implements effective methods for ensuring continuous, frequent communica-tion with associates.

Other Duties
1)Actively participates in the development, implementation and monitoring of new business strategies and/or pilot projects.
2)Monitors system effectiveness and/or performance, identifies potential problems and proactively resolves issues.
3)Resolves complex problems independently.
4)Provides analytical and technical guidance to staff.
5)Continually evaluates current processes and seeks to introduce improvements when necessary.

Education/Experience Required:

Bachelor’s degree or equivalent. 4 to 5 years of experience in a contact center or customer service environment.

Knowledge, Skills & Abilities Required:

Excellent communication skills. Excellent customer service skills. Excellent problem solving skills. Demonstrates accuracy and attention to detail. Self-directed. Ability to work under pressure. Excellent computer skills. Advanced knowledge of Microsoft Word and Excel. Ability to work well in a team environment. Medical terminology knowledge. ACD experience.
Call center certifications helpful but not required.

Physical Requirements and Working Conditions:

Maintains high energy and a positive attitude. Demonstrates a personal commitment to promoting and providing excellent customer service. Adapts rapidly to change and balances multiple priorities. Thinks quickly and uses appropriate judgment. Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues. Takes initiative, a leader, and a coach. Occasional travel to Advocate sites is required. Occasional long-distance travel. 24 hour, 7-day on-call support is required. Ability to work under stressful conditions with demanding customers. Ability to work varying shifts to meet the needs of the department. Ability to work in a changing environment. Ability to use computer terminal for extended time frames. Ability to prioritize independently and respond to multiple simultaneous requests.
If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.