CALL CENTER OPERATIONS SUPERVISOR

GENERAL SUMMARY
The Call Center Supervisor (CCS) in the Centralized Scheduling Department supports the Centralized Scheduling leadership by monitoring the workload and workflow of the Customer Service Representatives and Senior Customer Service Representatives. The CCS serves as a secondary layer of support for escalated calls, including concerns and complaints. The ideal candidate will maintain customer satisfaction while guiding the team in meeting weekly, monthly, and quarterly quotas.

ESSENTIAL DUTIES & RESPONSIBILITIES
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Accomplishes department results by controlling expenses, monitoring workloads, resolving operational problems, gathering resources and implementing effective tools/standards for the Call Center operation
• Acts as the primary liaison between Customer and Senior Customer Service Representatives and department managers to ensure the appropriate & timely dissemination of communication.
• Acts as the subject matter expert for all Call Center processes and protocols.
• Assumes call volume workload during volume increases, staffing shortages or as needed.
• Coordinates with People and Culture Recruiting representatives to source and interview and maintain contact with qualified candidates.
• Generates scheduling reports utilizing forecasts to adjust staffing levels.
• Handles scheduling related tasks ensuring high quality and efficient scheduling of clinical resources.
• Manages daily staffing levels and deploys appropriate methods to maintain business continuity and calculates usage of overtime.
• Monitors live calls and provides on “on the spot” coaching and scoring of calls.
• Monitors service targets and develops methods to exceed service standard goals for the Call Center.
• Serves as a content expert on the CHCS scheduling and timekeeping system to manage staffing the department. Oversees and reconciles attendance/clocking reports, PTO requests, daily scheduling, and staffing corrections and reconciliation.
• Works as a liaison to HR recruitment team and assist department leaders with requisition to hire process, interview coordination, and extension of offers ensuring key positions are filled within a timely manner.
• Works closely with management to provide direction, motivation and coaching to the Call Center employees.
• Works with department leaders in developing and coordinating staff schedules and on-call schedules for medical personnel within the Center.
• Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS
Education and Experience

• Associates’ Degree OR At least five (5) years’ experience in a customer service, administrative, call center or health care related position.
• Experience involving leading, coaching and assisting employees.
• Experience devising work schedules, implementing deadlines, allocating tasks and monitoring/adjusting workloads.

Licenses or Certifications

• None

OTHER JOB REQUIREMENTS

• Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies.
• Must be familiar and comply with CHCS safety policies and rules. Must use all appropriate safety equipment, features, and procedures established by CHCS and immediately report all unsafe conditions to the department manager.
• Adheres to CHCS behavior principles and the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.

PREFERRED QUALIFICATIONS

• Previous related experience in a CHCS role.
• Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years but is not guaranteed.

SUPERVISION

• Work requires supervising and monitoring performance for a regular group of employees (2 or more full-time employees) including providing input on hiring/disciplinary actions and work objectives/ effectiveness, performance evaluations, and realigning work as needed.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Leadership Principles

• Strong Multifaceted Intellect – Possesses a rich and robust mind, effectively addresses complex business issues and problems, can work on issues collaboratively and has an ability to deal with multiple variables simultaneously.
• Deeply Committed Change Agent – Possess a strong identification with change agency and demonstrates effective change within a business context, comfortable questioning existing business practices and organizational norms, exhibits an unease with what is current and routinely accepted.
• Organizational Leadership – Exhibits practiced and seasoned business and organizational leadership skills, demonstrates and lives the leadership values and behavioral principles, demonstrates interpersonal/emotional intelligence, possesses a proven track record of leading and managing groups, possesses “leadership” presence, thinks and leads with a “ONE CENTER” mindset, works collaboratively and cross functionally with peers and their subordinate groups.
• Deep Business Acumen – A strong understanding of mental health and substance treatment and care. Understands and appreciates the value and function of strong business practices, demonstrates a strong and unusual capability to quickly learn and master what is unfamiliar and new concerning behavioral health care, values change and innovation and the importance of our success.
• Values and Understands – The importance of external groups and stakeholders to the behavioral health business and our position to individuals not familiar with behavioral health.
• Well-Rounded Communicator – Possesses effective and well-developed communication skills, demonstrates a seasoned and artful comfort with the spoken word and can effectively communicate with all levels of the organization and with people of different backgrounds and interests, practices effective/active listening, “hears” the questions being asked, both expressed and unexpressed.
• Emotionally Tough and Resilient – Possesses healthy and effective levels of emotional toughness, personal resilience and self-confidence as well as appropriate levels of personal flexibility and adaptability, works within a high demand environment without “personalizing” critical comments or criticism, knows where and how he/she can add value.

Knowledge of:

• Applicable software applications and phone equipment
• CHCS employee benefit and leave of absences processes.
• CHCS payroll and timekeeping systems and procedures.
• Leading, coaching and developing employees.
• Modern office procedures, methods and computer equipment.
• Processing employee status changes (ESSC procedures).
• Worker's Compensation reporting and insurance program.

Skilled in:

• Communicating with clients and a wide variety of employees (from entry to executive level) in a warm, friendly and professional manner
• Demonstrating a great sense of urgency responding in a timely calm and positive manner to unplanned scheduling needs
• Making data driven decisions based on relevant information.
• Microsoft Office programs to include Microsoft Word, Microsoft Excel, and Microsoft PowerPoint. (Advanced skills).
• Organization and time management.
• Performing a variety of duties, often changing from one task to another of a different nature
• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
• Using critical and independent thinking to make decisions.

Ability to:

• Accurately compile, organize, and maintain paper documents and electronic files.
• Effectively communicate, both verbally and in writing
• Establish and maintain effective working relationships.
• Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Maintain the confidentiality of information and professional boundaries.
• Meet schedules and deadlines of the work.
• Prioritize work and work autonomously.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care.

Monday - Friday 8:30am - 5:30pm 6655 First Park Ten - CSS Plaza

Code : 6221-2

MAXIMUM SALARY: $55,241.97