Contact Center Supervisor

Title: Remote LBS Contact Center Supervisor

Location: United States

Req ID: 530800

 Category: Administrative

Job Description:

This is a Remote position!

The LBS Supervisor is responsible for leading one or multiple teams of contact center associates, who will interact daily with Lifepoint employees, contractors, and suppliers, via telephone, email, or chat. Daily duties will include coaching, mentoring, and managing and monitoring service levels. Other key activities include resolving process issues, ensuring team quality and productivity goals are achieved, and partnering closely with the Training and Workforce Management Teams. Other duties include interviewing and hiring as needed to maintain proper staffing levels.

Essential Functions: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

• Oversee the entirety of one/multiple team's operations
• Onboard new employees and work closely with them to bring them to full capability
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients each hour of the day, week, and month
• Responsible for helping to resolve problems and complaints, including assisting with escalated concerns
• Employ a keen eye on eye on continuous improvement - identifying how to serve the client base more effectively and efficiently, and building and communicating process changes
• Perform call monitoring, coaching, and in-the-moment training
• Consistently celebrate and re-enforce successes, and, when necessary, provide corrective action
• Assure team members have tools and aides that are accessible, accurate, and current
• Foster a team mentality and approach to customer service
• Be present and available, communicate positively, and provide feedback and constructive criticism
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Maintain departments policies and procedures, reviewing and updating as needed

Additional Information:

• Position serves existing, and past Lifepoint team members, job candidates, vendors, suppliers, and contractors.
• Has access to, and/or works with, sensitive and/or confidential information.

Supervisory Responsibilities:

• Manage the work of others, including planning, assigning, scheduling, and inspecting

Knowledge, Skills, and Abilities The requirements listed below are representative of the knowledge, skills and/or abilities required.

• A positive, inspirational, and supportive team builder who is able to motivate staff to obtain and sustain optimal performance
• Strong comfort with contact center technology and applications
• Excellent written and verbal communication skills
• An executive presence
• Comfortable in "client facing'" situations, to address issues, discuss results, etc.
• A "no task is below me" mentality
• Advanced expertise in dealing with upset, angry, or otherwise challenging customers or team members
• Proven project management skills, with focus on timely, quality results
• The mindset and ability to be effective working remotely, including the existence of an appropriate, quiet, disruption-free remote workspace
• Ability to multi-task in several computer applications
• Enjoyment of working in a fast-paced environment
• Limited restrictions on availability, must be able to work shifts between 8 AM and 8 PM EST M-F
• Excellent attention to detail and data entry accuracy
• Flexibility to quickly adapt to business evolution

Education: Bachelor's degree or equivalent experience

Qualifications

Qualifications (in addition to the Knowledge, Skills, and Abilities mentioned above):

• 3+ year's contact center management experience (required)
• Additional management experience in any realm
• One year or more experience working remotely
• Previous Human Resources experience (preferred)

Certifications: N/A

Licenses: N/A

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

• While performing the duties of this job, the employee is required to stand or sit for extended periods of time, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, and talk and hear. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment and Travel Requirements:

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

• The mindset and ability to be effective working remotely, including the existence of an appropriate, disruption-free remote workspace
• Noise level in the work environment should be typical for a remote office environment
• Limited travel

Additional Information:

Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.