Supervisor, Call Center

Position Summary

This position supports incoming, outgoing, inter‑organization, and inter‑departmental calls to and from the practice. The Supervisor manages Kronos scheduling for the department, produces monthly reports for leadership and other departments, and troubleshoots hardware failures in the call center in collaboration with IT partners and software vendors. The Supervisor works closely with the Director and Call Center Manager to oversee operations, develop key performance indicators, analyze real‑time data, and adjust staffing as necessary.

• Handle all Kronos time management and time‑detail reporting.
• Manage the scheduling of all operators and real‑time interday scheduling changes.
• Develop customized reports to assist leadership in performance improvement.
• Respond to and supervise incoming and outgoing calls on a multi‑position console.
• Participate in meetings with management and set up teleconference meetings as needed.
• Maintain an up‑to‑date directory of practice telephone numbers and referral routing.
• Follow all department procedures as noted in the Department Policy and Procedure manual.
• Supervise onboarding of all call center agents and develop appropriate training.
• Set call center goals, communicate expectations, hold staff accountable, and discipline staff when necessary.
• Answer calls whenever necessary and handle escalated patient complaints.

• Minimum 3+ years of experience in customer service.
• High school diploma or equivalent.
• Good knowledge of office procedures, terminology, and equipment.
• Ability to understand complex oral and written instructions, and effectively use computer applications (spreadsheets, word processing, calendar, e‑mail, database software).
• Excellent written, oral, and written English communication skills; pleasant speaking voice and clear enunciation.
• Initiative, tact, poise, good judgment, and the physical condition to meet the demands of the position.
• Good management and leadership skills; able to communicate professionally with colleagues.
• Ability to troubleshoot and escalate items to the Director and maintain day‑to‑day demands.

Mid‑Senior level

Full‑time

Other

Hospitals and Health Care

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