Supervisor, Solution Center Operations, Call Center, Weekends

Supervisor, Solution Center Operations

**We're unique. You should be, too.** We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Supervisor, Solution Center Operations aids in overseeing the day-to-day operations and activities of inbound and outbound Solution Center team members. Supervision responsibilities include staffing, performance monitoring, resource management and workflow design and evaluation which is accomplished through best practice onboarding, training, developing and coaching methods. The incumbent in this role provides leadership that mentors, develops and guides team members to leverage the value of every call for patient contact and issue resolution. He/She collaborates with team leaders to develop tactical plans that drive performance to meet key performance indicators. The Supervisor, Solution Center Operations also assists in holding team members accountable for following standard policies and regulations.

**Essential Job Duties/Responsibilities:**

• Supervises inbound and outbound Solution Center team members to assure they are delivering exceptional customer service and achieving departmental quality, compliance and productivity standards. Ensures team members are equipped with the tools, skills and aptitudes to succeed.
• Monitors inbound/outbound calls to assist and advise team members regarding escalations, requests for assistance and in other situations that may require additional guidance or expertise.
• Utilizes call center technology to track performance and convert raw data to quantifiable reports. Analyzes data and distributes reports to show efficiency and opportunities. Reports call center productivity to sales leadership team.
• Primarily focused on administering established policies and procedures but may have impact on departmental budgeting and procedural change.
• Operates within the call center budget.
• Leads team members to better performance and improved service quality outcomes through supervision of activities and performance metrics. Ensures goals are met and/or exceeded. Provides reliable, efficient support for team and customers.
• Evaluates service interactions to ensure the highest quality service standards.
• Leads and facilitates team meetings. Trains, coaches and educates team members on departmental processes, procedures and practices.
• Ensures completion of onboarding activities for Solution Center team members in accordance with the onboarding checklist.
• Collaborates on continuous improvement of processes, training, etc. to best meet the changing environment.
• Performs other duties as assigned and modified at manager's discretion.

**Knowledge, Skills and Abilities:**

• Competent-level business acuity in-depth knowledge and understanding of general call center functions, techniques, practices, process and methods. Familiarity with company products, services and policies
• Exceptional communication, active listening and interpersonal skills
• Strong leadership, creative thinking and customer skills. Leads by example, passionate about service and promoting high quality outcomes
• Superb phone etiquette skills with a polite, professional and calm phone voice
• Excellent organizational skills. Effective and accurate decision-making skills
• Strong coaching/mentoring skills, ability to motivate employees
• Possesses a positive attitude that fosters a high performing culture
• Observant and detail-oriented
• Ability to multitask and remain even keeled under pressure, especially during peak hours or intense situations
• Able to function with precision and expertise in a fast-paced environment
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
• Spoken and written fluency in English required
• This job requires use and exercise of independent judgment

**Education and Experience Criteria:**

• AA/AS degree in Healthcare or Business Administration a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
• BA/BS degree in a related discipline preferred
• A minimum of 3 years' progressive work experience in a Call Center or customer service environment required
• A minimum of 2 years' management or supervisory experience within a call-center setting highly desired