Customer Service Center Supervisor

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Primary Function

This position is responsible for providing supervision over a scheduling sub-team on a group of contracts. Coordinates and assigns daily work tasks to team members and ensures adequate coverage for contracts. Responsible for performance and metrics of the team members. Is the first point of contact for scheduling questions on that group of contracts. Also schedules exams alongside other team members. Interacts daily with other Acuity team members, exam candidates and provider network partners.  Reports to the Assistant Scheduling Manager.

Call center schedules may vary from 8:00 AM – 10:30 PM, 7 days a week.

Responsibilities

• Maintains staff by selecting, orienting, and training employees and developing personal growth opportunities.
• Accomplishes department objectives by supervising staff and organizing and monitoring work processes.
• Accomplishes staff job results by coaching, counseling, and disciplining employees.
• Plans, monitors, and appraises job results.
• Conducts training and documents employee files.
• Implements and enforces systems, policies, and procedures and implements corrective actions.
• Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Completes operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining scheduling manuals, and implementing new procedures.
• Provides quality service by enforcing quality and customer service standards.
• Contributes to team effort by accomplishing related results as needed.
• May participate in interdepartmental project groups or task forces to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, new task efforts, contract awards, and new policy requirements.
• Performs duties in a safe manner.  Follows the corporate safety policy.  Supports safety meetings, training and goals.  Ensures safe operating conditions within area of responsibility.  Encourages co-workers to work safely.  Identifies “close calls” and/or safety concerns to supervisory personnel.  Maintains a clean and orderly work area.
• Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations or standards.

Job Requirements

• High School Diploma and minimum 2 years of relevant customer service experience, with a minimum of 1-year call center experience.
• Candidate must be able to work a flexible schedule to accommodate the phone queues and work volume.
• Ability to use software, hardware and MS Office Suites, database software, etc.
• High level of organization to include examinee file tracking and process flow development.
• Must be able to pass an Enter-On-Duty (EOD) Suitability Determination which is based on a criminal history records check (Including FBI fingerprint submission, credit check; and review of required standard forms (SF-85P-Questionnaire for Public Trust Positions).
• Experience in a supervisory role preferred. 

Physical Requirements and Working Conditions

• Work is normally performed in a typical interior/office work environment.
• Work involves sitting for prolonged periods of time.
• May require bending, stooping and lifting up to 15 lbs.
• Constant use of sight, speech, hearing, frequent keying and use of computer and common office equipment required.

Acuity International is an equal opportunity/affirmati