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:

Share:

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)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

Share:

Interested in working at the Highmark Health enterprise?
Take the first step by joining our Talent Network today!

Join Our Talent Network

Similar Jobs

Environmental Services Housekeepper - Full -time

Canonsburg, PA, United States
Facilities Management & Real Estate

Respiratory Therapist

Erie, PA, United States
Tech

Senior Consultant - Supervisor

Pittsburgh, PA, United States
IS/IT

Manager Operations Quality Control

Pittsburgh, PA, United States
Claims

Nurse Practitioner - Saint Vincent Hospital Surgery

Erie, PA, United States
Direct Patient Care Providers

Data Scientist - (Specialty Pharmacy)

Pittsburgh, PA, United States
Other

Senior Enrollment & Billing Representative

Pittsburgh, PA, United States
Customer Service

Senior Financial Systems Analyst

Camp Hill, PA, United States
IS/IT

Food Services Associate Sr

Monroeville, PA, United States
Food/Nutrition

Cafeteria Food Service Associate

Pittsburgh, PA, United States
Food/Nutrition

Physical Therapist

Robinson Township, PA, United States
Rehab

Manager, Case Management

Pittsburgh, PA, United States
Nursing

Group Settlement Analyst- Financial

Pittsburgh, PA, United States
Finance

Cyber Security Controls Consultant

Pittsburgh, PA, United States
IS/IT

Environmental Services Associate - Full-time - Days

Monroeville, PA, United States
Facilities Management & Real Estate

Service Associate - Part-time - Days

Jefferson Hills, PA, United States
Facilities Management & Real Estate

Senior Architect

Pittsburgh, PA, United States
IS/IT

Manager, Partnership Performance

Pittsburgh, PA, United States
Other

Environmental Services Associate - Part-time - Days

Monroeville, PA, United States
Facilities Management & Real Estate

Senior Consultant - Supervisor

Camp Hill, PA, United States
IS/IT

Nursing Assistant I - Med/Surg ICU E7 - Full-Time

Pittsburgh, PA, United States
Patient Support

Senior Application Developer

Camp Hill, PA, United States
IS/IT

Senior Application Developer

Pittsburgh, PA, United States
IS/IT

PAC I - Surgery Center

Erie, PA, United States
Administrative Services

Manager Operations Quality Control

Camp Hill, PA, United States
Claims