AddressOversee the daily operation of the Call Center to include regular monitoring and coaching of TMS and CSS, maintaining schedule adherence, and managing to predetermined productivity levels. Hours of Work: 8 hour shifts, including weekends, in a 24 hour per day, 7 day per week Call Center.
Essential Responsibilities:
- Supervise all Call Center personnel during assigned shift.
- Monitor (listen to both sides of telephone conversation) TMS and CSS on regular basis.
- Coach (provide feedback) TMS and CSS after each monitoring session.
- Actively manage productivity by maximizing all human and technical resources.
- Actively manage absenteeism and tardiness within the unit and document discrepancies.
- Actively plan for and participate in Call Center staff meetings.
- Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures.
- Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers.
- Provide team guidance, support, and reinforcement.
- Support management decisions in a positive manner.
- Display excellent human relations skills by showing a sincere interest in employees problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members welfare by listening with empathy.
- Be sensitive to morale and motivation issues and strive to constantly improve the work environment.
- Participate in disciplinary actions and counseling sessions.
- May occasionally be required to handle overflow calls.
- Accept new directions/assignments in support of the departments objectives.
- Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate.
- Assist with clinical guidelines and operational procedures development.
- Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments.
- Participate in research projects and outcome studies related to telemedicine.
- Assist in training of new hires.
- Prepare performance appraisals for TMS and CSS within prescribed time frames.
- Work with the TCS Scheduler to maximize the centers human resources.
- Participate in interviewing process for new hires.
- Additional duties as assigned.
