CONTACT CENTER SUPERVISOR
: Job Details :

Summary* Best in Class Work Environment* 5x Modern Healthcare Best Places to work* America's Greatest Workplaces 2023 - Newsweek* Best Employers for New Grads 2023- Forbes* Greatest Workplace for Women 2023 - Newsweek* Benefits* Robust, fully customizable benefits package including Medical/Vision/Dental and more!* No cost eCare visits* Employer-provided mental health services for employees and eligible family members* Retirement with employer match* Tuition discounts and reimbursement available for continuing your education* Free and convenient parking* CoxHealth Fitness Center and Child Care discounts* Onsite delivery for CoxHealth Pharmacies and 1906 Employee Store* Job Summary*

The Contact Center Supervisor is responsible for overseeing the daily operations of the contact center, ensuring exceptional customer service, and optimizing team performance. This role involves leading and managing a group of customer service team members, ensuring they meet and exceed performance targets, maintain high levels of customer satisfaction, and uphold CoxHealth's mission, vision, and values. Strong leadership, excellent communication, and analytical skills are essential to drive efficiency and effectiveness within the contact center.Key responsibilities include developing and maintaining relationships with patients, providers, and other departments within CoxHealth, as well as handling employee selection, issue resolution, and interdepartmental communications. Additional duties involve staff training, call evaluations, and coaching on topics such as customer service, appointment scheduling, EMR systems, contact center systems, complaint resolution, and efficient departmental operations. Creating a positive team culture, managing consumer experience standards, and consistently delivering exceptional consumer experiences with one-call resolution are crucial to the success of this role. The Contact Center Supervisor serves as the primary point of contact for their area of responsibility and may assist other areas and perform additional duties as needed.* Job Requirements* Education* Required: High school diploma or EquivalentPreferred: Bachelor's Degree* Experience* Required: 2 years' customer service experiencePreferred: Prior supervisory or training experience* Skills* Outstanding written verbal communication skills* Proficient in Microsoft Office Programs* Ability to multi-task* Licensure/Certification/Registration* N/A