The Telecom Call Center Supervisor is responsible for the direct supervision of all daily

Operator Call Center activities inclusive of the monitor of patient and staff safety codes and

procedures. The Supervisor ensures that the highest level of customer service and

communication of patient safety codes are delivered to the user community. The Operator Supervisor is also responsible

for all personnel-related functions, including scheduling, PTO approval, and training. This

position also is responsible for creating a communication channel to key facility stakeholders to

ensure the services being provided by staff meet / surpass the facilities’ expectations.

DUTIES AND RESPONSIBILITIES

1. Management Duties and Responsibilities

1.1. Supervise all daily functions of the Telecom Call Center. Regularly monitor all Telecom Call

Center activities to ensure that all processes and procedures are followed.

1.2. Communicate regularly with management to ensure current and accurate information is

presented to the user community.

1.3. Follow up with users to resolve any outstanding complaints or issues.

1.4. Work with management to plan and oversee ongoing training of the Telecom Call Center

Operators.

1.5. Advise team members and management of any issues that relate to customer satisfaction

including user feedback, trends, significant problems, or unexpected delays.

1.6. Develop policy and procedures and a training plan for staff

1.7. Reviews, edits and approves API Payroll information for Operator staff

1.8. Develops and implements call center services plans to ensure the services being provided to

Health Quest meet / surpass the expected / identified needs.

1.9. Development of customer service and productivity metrics that will be used to manage the

department’s outcomes and staff.

1.10. Manage the department to the agreed SLA (Service level agreement) on a continuous

basis. Develop operational reports that will be shared with facility leadership on a quarterly

basis.

1.11. Responsible for the development and management of call center [program offers to

support the following areas of the Health Quest operations:

HQMP / Heart Center afterhours call service for all retail physicians (Primary care /

Specialty Care)

Critical Care Call Center – CT surgery, Cardic Cath, Neuro, Etc.

2. Leadership Duties and Responsibilities

2.1. Act as a role model for team; lead by example and encourage Telecom Call Center staff to

provide the highest level of customer service..

2.2. Provide positive feedback and recognition to staff to promote a positive attitude, encourage

teamwork, and maintain a high level of customer service.

2.3. Maintain a calm, professional demeanor at all times. Be available to listen to staff issues and

counsel accordingly.

3. Operator Call Center Specific Duties and Responsibilities

3.1. Maintain an overall understanding of the integrated nature of the HQIT Telecom Call Center

environment.

3.2. Perform Telecom Call Center functions as needed to maintain ongoing support.

3.3. Develop, monitor and present productivity metrics and formal Telecom Service Level

Agreements (SLA). Make sure that designated processes are being monitored as required.

3.4. Meet with major constitutes at all facilities to ensure services being provided meet expectations

3.5. Monitor and maintain appropriate response protocols to emergency codes and alarms, based on

policies and procedures

4. Administrative Duties and Responsibilities

4.1. Design reports as needed. Provide weekly reports to management.

4.2. Supervise weekly staff schedule to ensure proper coverage. Coordinate PTO requests.

4.3. Prepare annual employee evaluations and review with staff members.

4.4. Develop and utilize a onboarding education process to ensure staff are prepared to comply with

the organizations and communities expectations.

4.5. Follow company procedures and standards for interviewing/hiring, counseling and disciplining

staff as necessary.

4.6. Monitor staff clock in/ clock out times to ensure accuracy.

5. Other Duties and Responsibilities

5.1. Participate in special projects that need Telecom Call Center knowledge/expertise. Attend and

participate in related meetings.

5.2. Assist with the development of new Telecom Call Center programs

5.3. Respond quickly and appropriately to requests from management.

5.4. Work closely with other teams within IT to resolve issues, exchange information, and develop

relationships which enhance customer service.

JOB QUALIFICATIONS

Education:

Associates Degree or a combination of education and experience (min 5 years) with a

demonstrated competency in related core areas of customer service and supervisory principals.

Experience:

Possess a high level of customer service skill. At least 1 years’ experience managing a customer

service team; previous help desk experience is highly desirable.

Working knowledge of Telecom Call Center processes and support systems.

Strong leadership and team-building skills. Ability to effectively manage daily team operations.

Excellent interpersonal skills, communication skills, positive attitude, and the ability to mentor

and encourage team members to contribute to the team’s productivity.

Strong organizational skills and the ability to multi-task.

Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during

peak periods and remain productive during slow periods; exercise patience and professionalism

during stressful situations.

Ability to work responsibly with or without direct supervision.