Supervisor, Call Center

Welcome to the Yale New Haven Health System, where we are committed to providing exceptional healthcare services to our community. We are currently seeking a dedicated and experienced individual to join our team as a Supervisor in our Call Center department. As a Supervisor, you will play a vital role in ensuring the efficiency and effectiveness of our call center operations. This is an exciting opportunity for someone with strong leadership skills and a passion for making a positive impact in the healthcare industry. If you are looking for a rewarding career with a renowned healthcare organization, we encourage you to apply for this position.

1. Oversee the daily operations of the call center department, ensuring that all tasks are completed accurately and efficiently.
2. Train and supervise call center staff, providing guidance and support to ensure they are meeting performance expectations.
3. Monitor call center metrics and identify areas for improvement, implementing strategies to enhance customer service and increase productivity.
4. Develop and maintain standard operating procedures for the call center, ensuring consistency and quality in customer interactions.
5. Act as a point of contact for escalated customer inquiries or complaints, working to resolve issues in a timely and professional manner.
6. Collaborate with other departments to ensure smooth communication and coordination across the organization.
7. Conduct regular performance evaluations and provide feedback to staff, identifying areas for improvement and implementing development plans as needed.
8. Stay updated on industry trends and best practices, making recommendations for process improvements and implementing changes as needed.
9. Foster a positive and inclusive work environment, promoting teamwork and open communication among call center staff.
10. Adhere to all regulatory and compliance requirements, ensuring that all staff are following protocols and procedures.
11. Participate in hiring and onboarding new call center staff, ensuring they are trained and equipped to perform their roles effectively.
12. Maintain accurate and up-to-date records of call center activities and performance metrics, providing reports and data analysis to upper management as needed.

According to JobzMall, the average salary range for a Supervisor, Call Center in New Haven, CT, USA is between $50,000 and $70,000 per year. This range can vary depending on the industry, company size, and level of experience of the individual.

YNHH is the 1,541-bed teaching hospital for Yale School of Medicine. Connecticut’s leading healthcare system, consisting of Bridgeport, Greenwich, Lawrence + Memorial, Yale New Haven and Westerly hospitals, and Northeast Medical Group, a physician foundation of primary care and medical specialists.