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Edward M. Kennedy Community Health Center, Inc. Call Center Supervisor in Worcester, Massachusetts

Job Summary:

To provide oversight to the call center, ensuring that all inbound calls to the Health Center including satellite locations are answered and to ensure appropriate action is being taken to process calls. This position provides overall direction and guidance to the Call Center Staff, with the objective of maximizing efficiency, effectiveness and customer service.

Essential Functions:

  • Hires, orients, trains, assign tasks, set schedules and provide ongoing supervision and performance evaluation for all Call Center personnel. Provides coaching, staff development and support to meet expectations

  • Actively participates in the development and maintenance of centralized telephone protocols, working closely with site medical and operational managers and other leaders to ensure protocols are standardized and effective

  • Assures efficient and customer-service oriented support services through the oversight of systems and procedures and ongoing monitoring of staff. Develops innovative methods to effectively meet the caller’s needs including: schedule appointments, document and communicate messages, transfer calls appropriately

  • Provide Call Center staff with updated information to perform their job functions well, including; triage coordination

  • Monitor Call Center and other KennedyCHC phone queues, to proactively identify volume changes, call flow barriers and make adjustments in staffing as needed

  • Perform quality improvement monitoring including review of recorded calls and messages and tasks created by Call Center staff

  • Manage internal and external customer service complaints

  • Serve as a Call Center Representative as needed

  • Participates in committees and workgroups related to operational workflows and performance

    Education and Experience:

  • Minimum High School Diploma or equivalent

  • Minimum 1-2 years supervisory experience

  • Minimum 2 years’ experience in call center environment or 3-5 years’ experience in customer service

  • Excellent organizational and time management skills

  • Excellent oral and written communication skills

  • Ability to critically think, problem solve and prioritize job related activities in order to take action when needed

  • Moderate experience with spreadsheets and databases demonstrated with basic-advanced level computer training certificates and/or 1-2 years database/spreadsheet experience

  • Bilingual in English/Spanish or English/Portuguese

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