Job Details

The Call Center Supervisor will work along the Call Center team in answering and routing a high volume of calls to appropriate recipients while also performing a wide range of clerical duties, special projects, and assisting the manager with leading the Call Center team.

ESSENTIALJOB FUNCTIONS:

• Perform all duties of Call Center Agents
• Comprehend directions from department heads and provide accurate daily direction, communication, and instructions to the Call Center team
• Meet personal/team qualitative and quantitative targets
• Assist in identifying operational issues, department needs and recommending process improvements
• Monitor queue and track inbound call logs. Keep manager and staff aware of inbound calls, calls waiting, and abandonment rate
• Responsible for meeting call center metrics including but not limited to call abandonment rate, average speed of answers
• Responsible for monitoring, analyzing, and reporting on call data
• Prepares agendas and facilitates department meetings
• Responsible for investigating and responding to patient questions and complaints in timely manner
• Handle escalated calls
• Being available to assist staff with difficult calls
• Responsible for working with IT on problems with devices. Configure and maintain call distribution system.
• Circulate the room periodically every day to listen to conversations and provide instructions
• Maintain a current understanding of clinic operations and procedures
• Monitor staff quality and performance and provide feedback and coaching as appropriate
• Assist manager in project completion
• Perform quality assurance check to ensure compliance to regulatory requirements
• In charge of keeping track and ordering office supplies
• Responsible for training new staff
• Conduct frequent quality assurance audits of department, report to manager results
• Participate/represents department in meetings
• Ensure performance standards, department goals, policies, and procedures are being met and adhered to. Communicate any clinic operation changes back to team
• Assist management in forecasting volume of calls and review staffing levels
• Provides guidance, mentorship, and motivation to Call Center team through positive communication and feedback
• Responsible for carrying out supervisory/managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and hiring of employees; planning, assigning, scheduling, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Performs other job duties as required by manager/supervisor

QUALIFICATIONS:

• Completion of a B.A./B.S. degree and one year of customer service experience or five years of customer service experience required in a call center setting
• Strong communication skills
• Ability to work in a fast pace environment
• Must be proficient with computers
• Must be able to work day time shift and some Saturdays in rotation
• Must be detail oriented
• Prior leadership experience highly preferred
• Prior experience in a medical field is preferred
• Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
• Providing great customer service to ensure that we are living up to NEMS vision and mission statement

LANGUAGE:

• Must be able to fluently speak, read and write English
• Fluent Chinese speaker (Cantonese and Mandarin) required
• Ability to speak other languages are an asset

STATUS:

• This is a FLSA exempt position.
• This is not an OSHA high-risk position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).