Supervisor, Call Center, Full time, Days - 10am-6pm, Morristown

Summary:

The Central Scheduling Supervisor is responsible for overseeing the daily operations of the Central Scheduling team to ensure efficient, accurate and patient-centered scheduling services. Provides leadership, guidance and support to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence to AHS standards, performance goals and customer service excellence. Nice cXone experience/ phone system experience highly preferred

• Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population.
• Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives.
• Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service. 

Job Duties:

• Supervise staff on day-to-day assignments and completion of all expected work including:
  • Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
  • Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
  • Provides direct supervision, coaching, and performance feedback to team.
  • Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
  • Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
  • Ensuring we meet Contact Center KPIs and POS cash collection goals.  
  • Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
  • Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
  • Escalation and troubleshooting to support operations
  • Completes interviews and hiring, as required, to ensure team is fully staffed.
  • Cross coverage of all departmental assignments and assisting with projects as required