Supervisor Scheduling

Radiology Ltd., is seeking a Full time Contact Center Supervisor at our Wilmot location on Tucson's east side. The hours for this position are Monday through Friday, 8:00 AM to 5:00 PM.The successful candidate will be a team player with a positive attitude and excellent communication skills.

Radiology Ltd. is a partner company of U.S. Radiology Specialists and is the premier provider of diagnostic and interventional radiology services in Southern Arizona since 1933. Our company's subspecialized, fellowship-trained experts in body imaging, breast imaging, interventional radiology, molecular imaging, musculoskeletal imaging, neuroradiology, and pediatric radiology utilize advanced technology to deliver high-quality expedient interpretations. Our radiologists are leaders in the medical community, participating and serving in leadership roles in local hospitals and regional medical societies.

Summary: Analyzes call center volume, productivity and patterns to optimize staffing and patient scheduling needs. Responsible for maximizing occupancy and service level through real-time and intra-day monitoring of systems to forecast and adjust as needs are determined. Analyzes center trends including call volumes, call patterns, staff productivity, attrition rates and resource allocation. Generates reports utilized in the decision making process within the call center environment as well as other areas of the company. Analyzes data and makes recommendations for improving operation efficiencies. Researches and communicates to management key aspects of performance and deviations from expected results. Supervises Patient Schedulers and Clerks.

Essential Duties and Responsibilities:

• Monitors real time call stats and schedule adherence to ensure on-phone and off-phone activity is managed efficiently
• Provides reports with analysis on a daily, weekly, monthly and annual performance
• Applies advanced analysis methodologies, interprets and presents findings in a clear, concise manner, including the creation and use of tables, charts and graphics to summarize and illustrate results
• Compiles call volume, average handle time and staffing data
• Creates, maintains and distributes routine and ad hoc reports
• Analyzes and projects staffing needs relative to call volumes, special projects, attrition and holidays
• Maintains a database of goal information for future reference
• Analyzes schedules for areas of risk and makes appropriate changes and/or recommendations
• Responsible for delivering effective coaching, leadership and professional development for the contact center staff, furthering teamwork and collaboration.
• Provides assistance in maintaining a high standard of customer service throughout all groups in the call center
• Accomplishes call center human resources objectives, including but not limited to communicating job expectations, planning, evaluating performance of staff, working with direction from the Contact Center Manager.
• Enforce company policy and disciplines when appropriate
• Provide accurate account administrative tasks such as reconciling employee hours and PTO for direct reports
• Receives and carries out direction from the Contact Center Managerwhile seeking out best practices
• Other duties as assigned

Education and/or Work Experience Requirements:

• Associate's degree in business or related discipline or equivalent; minimum three (3) years call center environment experience

• Strong communication skills including conflict resolution and effective problem solving

• Exemplary customer service and interpersonal skills
• Excellent written skills
• Intermediate to advanced skills in Microsoft Office Suite software particularly Word, Excel and Outlook
• Intermediate to advanced report writing skills
• Prior supervisory experience with a minimum of 3 years preferred
• Attention to detail with the ability to multi-task
• Provide assistance maintaining a high standard of customer service throughout all groups in the center, sometimes under stressful situations with multiple interruptions

What's in it for YOU?

We offer full benefits includingmedical plans with matching HSA, a freedental plan, low cost vision plan, free life insurance, 401(k) pension plan, paid time off, short- & long-term disability, free telemed serviceas well as other work site benefits! We have employee events throughout the year for all staff, an annual family picnic as well as group hikes, walks and paid time for community service events. Annual merit increases and bonuses.