Supervisor, Call Center

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care.

The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care. This position requires an individual with effective communication, critical thinking, and organizational abilities who can work in a fast-paced setting and has experience in leadership roles.

• Leadership
  
  Experience:
  
  Proven ability to supervise, motivate, and develop a remote team. Prior experience in a leadership role within a contact center or call center environment is required.
• Contact Center Operations:
  Deep understanding of staffing models, performance metrics, and best practices. Experience managing service levels and problem-solving to improve results is essential.
• Technology Knowledge:
  Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools.

• Provide ongoing coaching, mentoring, and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness.
• Foster a positive team environment by promoting open communication, collaboration, and acknowledging achievements.
• Monitor and evaluate team performance, conduct regular reviews, and implement corrective actions as needed.
• Manage day-to-day operations, ensuring productivity and quality standards are met.
• Collaborate and actively work with partners to improve workflows and support organizational goals.

• High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred
• Experience Customer Service Experience 5-7 years required and Call Center Experience 3-5 years required and Leadership/Supervisory Experience 2-3 years preferred

• Exceptional telephone etiquette and customer service skills.
• Exceptional customer service, active listening, and verbal and written communication skills.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Strong time management and decision making skills.
• Strong leadership and supervisory skills.

• Monday - Friday ; position hours range anywhere from 7 AM to 6 PM EST.
• Quiet, secure, stable, compliant work station required
• Remote Type Hybrid Work Location 399 Revolution Drive
• Scheduled Weekly Hours 40
• Employee Type Regular Work Shift Day (United States of America)
• Pay Range $79,560.00 - $/Annual Grade 7

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications;

however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive…