The Contact Center Supervisor is responsible for meeting contact center goals, metrics and objectives by assisting in day-to-day operational needs. Supervise and provide direction to the team, triage high acuity callers, provide training to the Intake Specialists, and assist in day to screenings.

Our dedicated operations teams work behind the scenes to bring our shared mission to life. Each department delivers their own set of strengths which empower our clinicians to focus on their expertise, and ultimately perform the meaningful work that we do. 

This position is remote but prefers onsite training for 3 weeks at our Northbrook facility. The hours for this role are: 5 days a week Monday-Friday from 1:30-9:30 pm. There is no on-call for this role.   

What you’ll do:

• Supervise the daily operations of the team, including but not limited to: monitoring productivity, and assigning tasks.
• Resolve outstanding customer service issues escalated by the assigned team(s) in a timely and accurate manner.
• Analyze and summarize productivity statistics of the assigned team(s) on a routine basis.
• Review current policies and procedures with a focus on continuous improvement efforts; supporting the development and implementation of process improvements within the assigned function(s).
• Act as a liaison to cross-divisional teams; providing support in the resolution of outstanding issues as they affect the assigned function(s).
• Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.
• Train new hires and provide input into yearly staff evaluations.
• Assist with various projects as assigned by a direct supervisor.
• Assist in data collection.
• Retrieve voicemail during business hours.

Who you are:

• Have Leadership: a demonstrated ability to lead people and get results through others.
• Have the ability to self-motivate and remain on task
• Are commited to Company values.
• Have strong customer orientation. Excellent customer service skills (friendly, empathetic, courteous and helpful).
• Have general computer skills – Microsoft Office and web-based applications.
• Have excellent interpersonal and communication skills and ability to communicate effectively with co-workers and patients.
• Have the ability to motivate and be part of creating a safe, fun, efficient, positive team-orientated environment.
• Customer service experience is preferred