<p>THIS IS 100% ONSITE POSITION</p> <p>POSITION SUMMARY:</p> <p>Under the supervision of the Chief Operating Officer oversees day-to-day operations for Addabbo's call center. Coordinates administrative functions for the call center and serves as a surrogate Operator when needed.</p> <p>RESPONSIBILITIES:</p> <ol> <li> <p>The Call Center Supervisor serves as a key team member working with the Chief Operation Officer to provide excellent customer service for the Speedy and Courteous processing of Addabbo's incoming telephone calls( internal and external)</p> </li><li> <p>Serves as a liaison between the health center and the clinic patients. In particular addresses patient complaints and concerns, regarding telephone issues, referring patients to the appropriate departments as necessary.</p> </li><li> <p>Investigates calls flow, and waiting times to ensure that the patient experience operates smoothly.</p> </li><li> <p>Coordinates appointment reminders calls.</p> </li><li> <p>Monitors administrative compliance regarding all policies and procedures to ensure that the call center staff operates according to the organizations regulations and guidelines.</p> </li><li> <p>Provides thorough orientation for new operators and continual training for existing operators regarding their job function.</p> </li><li> <p>Prepare and issue work schedules, deadlines, and duty assignments for the call center staff.</p> </li><li> <p>Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.</p> </li><li> <p>Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.</p> </li><li> <p>Evaluates the performance of the operators and prepares performance reviews for the Chief Operating Officer for final approval.</p> </li><li> <p>Conducts regular monthly meetings of the call center personnel to review policy and procedure, promote team work and address all employee suggestions and concerns.</p> </li><li> <p>Coordinate activities with other supervisory personnel or with other work units or departments.</p> </li><li> <p>Reports immediately to the Chief Operating Officer about unresolved operational problems when help is needed. Also reports on the general functioning of the call center.</p> </li><li> <p>Supports the medical personnel to implement the redesign model of health care service delivery.</p> </li><li> <p>Monitors department supplies and handles all requests for new supplies when necessary.</p> </li><li> <p>Every two weeks, prepares time cards for administrative call center staff under his/her supervision for the Payroll Department.</p> </li><li> <p>Implement corporate or departmental policies, procedures, and service standards in conjunction with management.</p> </li><li> <p>Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.</p> </li><li> <p>Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.</p> </li><li> <p>May be required to perform other duties as assigned or when necessary. If such work becomes a permanent and regular part of the job, a new description will be prepared</p> </li></ol> <p>MINIMUM QUALIFICATIONS:</p> <ul> <li>Bachelor's degree from an accredited college or university with a major in Communications, office Management/Administration, Customer service Management or related field </li><li>Minimum of Three (3) years of recent Telephone operator/Customer service experience </li><li>Minimum of one(1) year supervisor experience </li><li>Proficient in Microsoft Word and Excel. </li><li>Excellent customer service/communication skills and attention to details. </li><li>Ability to effectively manage a team of workers and work with a diverse group of people. </li><li>Strong-interpersonal and communication skills. </li><li>Solid organizational skills and an ability to oversee multiple projects effectively and efficiently. </li><li>Creative problem solving, facilitation, collaboration and coordination skills. </li></ul>