Job Description
How to Apply A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Who We Are Michigan Medicine is one of the largest hospitals in Michigan and a premier academic medical center made up of: U-M Health System University of Michigan Medical School and its University of Michigan Medical Group practice One of the nation?s largest biomedical research communities Michigan Health Corp. the legal entity that allows the Health System to enter into partnerships, affiliations, joint ventures and other business activities Mission Statement Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society. Job Summary Job Summary / Responsibilities The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers. Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues. Responsibilities* Provide direct supervision of Contact Center Representatives. Ensure adherence to policies for attendance and other Standard Practice Guidelines (SPG). Prepare weekly/monthly performance reports. Report and share with management team and Contact Center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring and goal setting. Provide coaching, mentorship, and development opportunities to direct reports Assist in the identification and resolution of operating problems related to calls, scheduling, and process implementation. Conduct formal on-the-job and ongoing training for Contact Center staff; create a staffing plan conducive to meeting training needs. Approve time off/vacation requests; create a coverage plan for absences. Approve payroll time. Work with Contact Center Sr. Rep(s) to update and maintain Contact Center training material. Monitor Contact Center work for accuracy and quality assurance and provide feedback, coaching, and mentoring. Complete annual performance reviews for direct reports Act as liaison between Contact Center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and Contact Center issues. Demonstrate excellent work ethic and customer service, acting as a role model in all areas of Contact Center operations. Help to oversee and monitor day to day call center operations and processes for customer. satisfaction, efficiency, and target achievements: 80% serv