Supervisor Contact Center - 34th Street CHC
11 days ago
Bakersfield
Job DescriptionClinica Sierra Vista is excited to be one of the largest Federally Qualified Health Centers in the Nation! We’re honored to serve the men and women of the fields. We also offer care and support to the inner city, the rural and isolated, those of low, moderate, and fixed incomes, and families from an array of cultural backgrounds who speak several languages. We don’t inquire about immigration status because we simply don’t need to know. If you come to us, we will treat you like any other patient. As we grow our team, we are looking for individuals who believe the patient is always #1. Why work for us? • Competitive pay which matches your abilities and experience, • Health coverage for you and your family, • Generous number of vacation days per year, • A robust wellness plan and health club discounts, • Continuing education assistance to grow and further your talents, • 403(B) plan with company matching Intrigued? We’d love to hear from you! Please review the job details below and then click “apply.” We're looking for someone to join our team as a Supervisor-Contact Center who: The Contact Center Supervisor manages and oversees the daily operations of the contact center staff. This position will assist with tactical planning, oversight and development of contact center department strategies including maximization and use of our phone technologies, processes, and staff. Operational oversight includes call forecasting and staff planning, ongoing quality monitoring and implementation of continual performance improvement processes. The Contact Center supervisor provides professional development, coaching and counseling of contact center staff. Essential Functions: • Supervise Contact Center Operations: Provide daily leadership and oversight to ensure agents meet key scorecard metrics such as call handling time (AHT), quality scores, and Productivity. Focus on continuous improvement of agent performance through coaching, development, and consistent monitoring of performance metrics., • Scorecard Performance Management: Actively monitor and track individual and team scorecard performance, ensuring agents meet their set targets. Use data to identify performance gaps and provide timely feedback, coaching, and training to improve overall performance and achieve scorecard goals., • Agent Coaching and Development: Implement a coaching strategy focused on helping agents consistently meet and exceed performance metrics. Provide regular, one-on-one coaching sessions to address performance challenges and offer constructive feedback to improve metrics such as quality, efficiency, and customer satisfaction., • Team Meetings and Engagement: Conduct regular team meetings to discuss performance results, share best practices, and foster a sense of ownership and accountability. Encourage engagement by promoting a positive team culture, discussing challenges openly, and collaborating on solutions to meet team and individual goals., • Ensure Timely and Efficient Patient Call Handling: Oversee and ensure that patient calls are answered promptly, within service level expectations, and addressed effectively to meet patient satisfaction. Responsible to take Supervisor calls and deescalate situations according to the process., • Technology and Process Optimization: Collaborate with the team to identify opportunities for improving contact center technologies and processes, ensuring that systems and tools support agents in achieving scorecard metrics and operational goals., • Performance Reporting and Analysis: Regularly track, analyze, and report on team performance against key goals, including metrics such as AHT, customer satisfaction, and first-call resolution. Use this data to make informed decisions about coaching, staffing, and process improvements., • Recruitment and Training: May be asked to participate in agent recruitment, training, and development of contact center agents, ensuring all new hires are equipped with the necessary skills to meet performance expectations. Foster a culture of continuous learning to help agents grow and succeed in their roles., • Collaboration Across Departments: Collaborate with peers in other departments to streamline service delivery, align on cross-functional goals, and ensure that agents have the support they need to meet performance metrics while maintaining patient satisfaction., • Performance Reporting and Analysis: Regularly track, analyze, and report on team performance against key goals, including metrics such as AHT & Productivity, Attendance, and Quality. Generate daily, weekly, and monthly performance reports to monitor trends, highlight areas for improvement, and inform decision-making. Share these reports with leadership to ensure visibility into team performance and identify opportunities for coaching or process improvements, • Knowledge Management: Develop and maintain comprehensive knowledge resources, FAQs, and process documentation to support agents in achieving high performance and delivering accurate, consistent service to patients., • Travel Requirements: Travel to other CSV locations as necessary for training, team development, or operational support., • Employee Performance Reviews: Conduct introductory and annual performance reviews for agents, providing feedback based on scorecard metrics. Offer guidance on how agents can improve performance, meet organizational goals, and develop professionally., • Other duties as assigned You'll be successful with the following qualifications: • Bachelor’s degree or equivalent work experience in Health Care organization or Contact Center department. Equivalent combination of experience and education will be considered., • Graduate of an accredited Medical Assistant program preferred, but not required., • 1 to 3 years contact center/health management experience, ideally including frontline management and some support functions., • Bilingual in Spanish preferred but not required., • Previous experience with Contact Centers in community health desired., • Must be computer proficient and able to appropriately utilize Excel, Word, Outlook, EPIC, PDF, etc, • Ability to develop and present information in order to drive decisions and action, • Maintain the highest degree of confidentiality possible when performing the functions of this department., • Ability to take direction and work well independently and with others, handling high volume and multiple tasks., • Must be reliable with attendance., • Must be highly organized and detail oriented., • Must be flexible and have ability to adapt and anticipate clinic needs, • Exceptional decision-making skills, • Ability to effectively present information and respond to questions from internal and external customers, • Strong staff development skills including training, coaching and counseling. Clinica Sierra Vista values human rights, goodwill, respect, inclusivity, equality, and recognizes that the organization derives its strength from a rich diversity of thoughts, ideas, and contributions. As leaders in healthcare industry, we aspire to be an employer of choice by promoting an organizational culture that reflects these core values. We seek to attract, develop, and retain a talented and dedicated workforce where people of diverse races, genders, religions, cultures, political affiliations and lifestyles thrive. Our goal is to create a welcoming and inclusive environment that empowers our employees to provide the highest level of service to our community of residents and businesses; they’re counting on us. Clinica Sierra Vista is an equal opportunity employer and strives to attract qualified applicants from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, marital status, ancestry, physical disability, mental disability, medical condition, genetic information, military and veteran status, or any other status protected under federal, state and/or local law. We aim to create an environment that celebrates and embraces the diversity of our workforce. We welcome you to join our team!
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