• Contact Center Supervisor

    Job Locations US-NC-Charlotte
    Call Center - Nc
    Employment Type
    Regular Full-Time
  • Position Summary

    WESTMED Practice Partners (WPP) is a healthcare management services company that has evolved from the success of the WESTMED Medical Group, one of the largest multi-specialty medical groups in the country. In partnership with our clients, the mission of WESTMED Practice Partners is to improve the health of the communities we serve. We seek to grow the quality and efficiency of outpatient healthcare services by the design and management of free-standing, comprehensive medical offices with a focus on primary care. For more information, visit our Web site at www.westmedpartners.com

    WESTMED Practice Partners is looking to hire entry level leaders to join the Call Center and be apart of an awesome team. We want outgoing, customer focused smart people who are looking to grow into a great leaders on our team. The Call Center Supervisors under the leadership of the Contact Center Managers will be responsible for leading the daily operations of a call center team, facilitating the answering of multiple incoming patient lines, training, report writing, data analysis, monitoring staff to ensure delivery of high quality customer service, daily monitoring of staff productivity and telephone call evaluations.  The incumbent will possess supervisory skills to address daily operational functions: the ability to coach and counsel the associates to improve performance. Possesses a clear understanding of WESTMED's organizational goals. Special Conditions: Must be able to work various hours based on business needs. Prior experience in a healthcare call center environment preferred.



    Essential Job Functions & Responsibilities

    We are looking for candidates who will provide solid leadership, clear direction and continuous guidance for the team.  Candidates are required to have a proven track record of successful people management, strong organizational skills and the ability to lead by example. This position will be responsible for supervising the established performance targets and strategy within their department. Candidates who demonstrate the WESTMED success profile below will be considered:


    Candidates are expected to carry out the following duties and essential job functions:

    1. Maintain a positive and encouraging behavior by adhering to the company’s Success Profile: Confidence, Integrity, Pride and Passion.
    2. Meet or exceed departments business targets.
    3. Handle inbound contacts appropriately by providing a high quality patient experience.
    4. Assists Contact Center Leaders with crossing training staff for assigned specialties.
    5. Provides feedback to staff addressing performance strengths and opportunities.
    6. Communicate performance to team members regarding attendance and adherence performance
    7. Monitor real-time and historical reports to ensure proper phone state usage
    8. Effectively communicate departmental strategy and expectations to team through one on ones or team meetings.
    9. Provide monitoring and feedback to team members including side-by-side monitoring, silent monitoring and recorded call review.
    10. Work with site leadership to identify and address wide ranging quality issues (including applications issues and system’s needs).
    11. Complete performance reviews for team.
    12. Monitor business level reports daily, weekly and monthly to ensure alignment of team with departmental opportunities.
    13. Ensure team members are meeting productivity goals.
    14. Set productivity targets for team members, monitor results daily and communicate progress weekly .
    15. Represent team needs at a departmental level.


    Required Qualifications

    Required Qualifications:

    • 1-2 years of related call center or customer service experience in a leadership capacity, preferably in a large, complex healthcare environment.
    • Associates or Bachelor's degree in Business, with an emphasis in healthcare or educational training; or an equivalent combination of experience, training and education.
    • A high degree of initiative, flexibility, autonomy and excellent resource management.
    • Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
    • Must possess strong analytical skills.


    Key Competencies:

    • Must display original thinking and creativity and excel at meeting challenges with resourcefulness and innovative ideas.
    • Must enjoy working with teams in a fast paced, energetic environment.
    • Knowledge and communication skills necessary to effectively participate with teams dealing with resolution of complex process and technical issues
    • Interpersonal, communication and presentation skills. 
    • Customer focused
    • Prioritize tasks associated with multiple deliverables



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