Call Center Supervisor at Madison County Hospital

London, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Coaching, Customer Service, Performance Management, Call Quality Monitoring, KPI Tracking, Hiring, Onboarding, Training, Conflict Resolution, Process Improvement, Operational Initiatives, Patient Interaction, Confidentiality, Team Management, Workflow Efficiency

Industry

Facilities Services

Description

About Madison Health Madison Health is a community-focused healthcare organization dedicated to providing compassionate, high-quality care close to home. We believe our employees are the heart of our mission and are committed to fostering a supportive, collaborative workplace where every team member can thrive. Why Join Madison Health? * Supportive, team-oriented work environment * Competitive compensation * Comprehensive benefits package (medical, dental, vision, retirement) * Paid time off and holidays * Opportunities for professional growth and development * Meaningful work that makes a difference in our community Position Summary The Call Center Supervisor is responsible for overseeing daily call center operations, managing a team of customer service representatives and ensuring high quality customer interactions. This role focuses on performance management, coaching, workflow efficiency and meeting service level objectives while maintaining a positive and productive team environment. Key Responsibilities * Supervise, coach and support a team of call center agency to ensure performance goals are met. * Monitor call quality, customer interactions and agent adherence to policies and procedures. * Track and manage KPIs such as call volume, handle time, customer satisfaction and attendance. * Participates in regular performance evaluations and provides feedback and coaching to call center representatives. * Assist with hiring, onboarding and training new team members. * Handle escalated customer service issues and resolve complex or sensitive cases. * Collaborate with management to implement process improvements and operational initiatives. * Treats patients and families with dignity and respect. Ensures confidentiality of patient records. Interacts professionally with patients and families and provides explanations and reassurance as necessary. Required Qualifications * Education: High school diploma or equivalent. Associate or Bachelor's degree preferred. * Experience: Experience working in hospital or healthcare facility preferred. Call center experience preferred or equivalent customer service experience. Strong supervisory or team lead experience preferred.

Responsibilities

The Call Center Supervisor oversees daily operations and manages a team of customer service representatives. This role focuses on performance management, coaching, and ensuring high-quality customer interactions.