Supervisor Call Center

Job ID: J121299
Company: West Penn Allegheny Health System
Location: Pittsburgh, PA, United States
Facility: 4 Allegheny Center
Full/Part Time: Full time
Job Type: Regular
Posted at:

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Description

GENERAL OVERVIEW:

Responsible for organizing and directing the daily activities within the call center operation. Supervise, train and guide call center agents to execute their tasks. Responsible for resolving problems and complaints. Monitor agents and supervise call center performance, as well as analyze reports. Prepare and develop schedules to control adequate staffing levels.

ESSENTIAL RESPONSIBILITIES:

  • Supervise the daily activities of call center agents. (20%)
  • Ensure compliance with organization's policies and procedures. (10%)
  • Perform call monitoring, coaching, training, disciplining, and reviewing all center agents. (15%)
  • Addresses, follows up and resolves customer (patients/practices) complaints and questions. (15%)
  • Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job. (10%)
  • Update Call Center databases. (10%)
  • Prepare Call Center agent's schedules, monitor attendance and schedule breaks and shifts as necessary. (10%)
  • Communicate solutions, successes and opportunities to the Manager. (10%)

QUALIFICATIONS:

Minimum

  • Associates Degree
  • One year experience in call center supervisory role and/or three years call center service activities

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
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For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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