Outbound Contact Center Supervisor jobs in New Jersey
Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Recently Added Outbound Contact Center Supervisor jobs
Supervisor - Contact Center
- Hackensack Meridian Health
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Neptune, NJ
FULL_TIME
-
Description
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Supervisor, Contact Center will be responsible for the daily supervision and coordination of the Patient Access Center, a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. Supervises and coordinates all processes and activities in the Patient Access Center ensuring all policies and procedures are followed and is responsible for the performance of approximately 12-20 team members to meet/exceed key performance metrics for both quality and production. The supervisor will work towards effectively managing resources, schedules, staff coaching and development, and report preparation.
This position will offer a hybrid schedule. On-site work will be at both our Neptune, NJ location or Edison, NJ location. Coverage and schedules will be created between 7:30 am-7:00 pm Monday through Friday, as well as Saturdays from 8:30 am-12:00 pm (on a rotating basis as needed).
Mandatory on-site training will be required for the first 3 months of employment.
Responsibilties
A day in the life of a Supervisor, Contact Center at Hackensack Meridian Health includes:- Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.
- Assists in the development of team and individual goals and delivers performance feedback.
- Has ongoing visibility (onsite and/or remote) within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.
- Responsible for ensuring that the work environment is professional and conducive to providing opportunities for growth and development. Provides formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work and develop their skills.
- Ensures appropriate staffing relative to the volume of work. Position is also responsible for ensuring the call center agents are in adherence to their shift schedules.
- Collaborates with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
- Follows the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.
- Holds regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
- Participates in staff training, interviewing, hiring, and evaluation.
- Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.
- Ensures the call center is compliant with all HIPAA regulations.
- Responsible for payroll and PTO approval.
- Creates a work environment that is positive and enjoyable for the team members.
- Performs other job-related duties as required.
- Adheres to HMH Organizational competencies and standards of behavior.
Education, Knowledge, Skills and Abilities Required:- Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service OR a current active Patient Access Center team member with 6 months in the role.
- Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff and stakeholders.
- Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline.
- Experience interpreting, communicating and enforcing policies and procedures.
- Strong customer service skills and ability to work both independently and as part of a team.
- Bachelors' Degree.
- Previous experience using EPIC system.
- Proficiency in call center telephone systems.
- Knowledge of medical terminology, hospital systems, and insurance processes
- Bilingual-Spanish.
- Healthcare experience as a Medical assistant or assisting patients in any capacity.
- Proficiency with PeopleSoft systems.
- 3 Days Ago
Supervisor - Contact Center
- HMH HOSPITALS CORPORATION
-
Neptune, NJ
FULL_TIME
- Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in c...
- 7 Days Ago
Contact Center Team Supervisor
- TESTEQUITY LLC
-
Long Branch, NJ
OTHER
- Job Details Level: Experienced Job Location: NJ Long Branch - Long Branch, NJ Position Type: Full Time Salary Range: Undisclosed Job Shift: Day Job Category: Customer Service Contact Center Team Super...
- 16 Days Ago
Contact Center Supervisor
- Alpaca Audiology
-
Mountain, NJ
FULL_TIME
- Alpaca Services, LLC, is looking for a motivated and experienced Call Center Supervisor who can coach and inspire both inbound and outbound patient care representatives (“PCR”) in our new Springfield,...
- 19 Days Ago
Outbound Patient Contact Representative
- Alpaca Audiology
-
Parsippany, NJ
FULL_TIME
- Alpaca Audiology is looking for talented and competitive Outbound Patient Contact Representatives to generate appointments either by cold calling or using leads. A successful representative must be fr...
- 2 Months Ago
Contact Center Operator - Relief
- CRH
-
Cherry Hill, NJ
FULL_TIME
- Job Description Position Summary: The Dispatcher is responsible for responding to inbound calls and requests for service needs by allocating the accurate resources to facilitate the transport of goods...
- 1 Day Ago
Outbound Contact Center Supervisor jobs at Popular Companies
Contact Center Supervisor
- CDR Maguire
-
Miami, FL
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Supervisor - Contact Center
- Hackensack Meridian Health
-
Neptune, NJ
- Description: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients ...
- 6/10/2024 12:00:00 AM
Patient Contact Center Representative
- VSP Vision
-
Tampa, FL
- Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community ...
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Supervisor, Contact Center
- Travis Credit Union
-
Vacaville, CA
- Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center cha...
- 6/9/2024 12:00:00 AM
Contact Center Supervisor
- State Bank of India (California)
-
- The State Bank of India (California) offers a competitive compensation based on experience and benefit package which inc...
- 6/8/2024 12:00:00 AM
Supervisor, Contact center
- Global Payments, Inc.
-
Columbus, GA
- Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our p...
- 6/8/2024 12:00:00 AM
Lead Senior Manager Software Engineer - Contact Center (Senior Manager - Remote Eligible)
- Capital One
-
Aylett, VA
- Plano 1 (31061), United States of America, Plano, TexasLead Senior Manager Software Engineer - Contact Center (Senior Ma...
- 6/8/2024 12:00:00 AM
Lead Senior Manager Software Engineer - Contact Center (Senior Manager - Remote Eligible)
- Capital One
-
Bedford, MA
- Plano 1 (31061), United States of America, Plano, TexasLead Senior Manager Software Engineer - Contact Center (Senior Ma...
- 6/8/2024 12:00:00 AM
About New Jersey
New Jersey is bordered on the north and northeast by New York (parts of which are across the Hudson River, Upper New York Bay, the Kill Van Kull, Newark Bay, and the Arthur Kill); on the east by the Atlantic Ocean; on the southwest by Delaware across Delaware Bay; and on the west by Pennsylvania across the Delaware River.
New Jersey is often broadly divided into three geographic regions: North Jersey, Central Jersey, and South Jersey. Some New Jersey residents do not consider Central Jersey a region in its own right, but others believe it is a separate geographic and cultural area from the Nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Supervisor jobs
$44,574 to $67,957
Most Popular Cities in New Jersey for Outbound Contact Center Supervisor Jobs
What does an Outbound Contact Center Supervisor do?
Outbound Contact Center Supervisor in Lafayette, LA
All employees are part of one team and all supervisors are supes of that team.
February 13, 2020