Careers

Added Jan 14, 2021 Call Center Operations Supervisor (22101) Chicago, IL | Temp to Perm Apply

Job Description

LRS has prospered for over 30 years because our corporate philosophy embraces honest, ethical and hard-working people. If that describes your approach to IT consulting, we need to talk! LRS Consulting Services is seeking a Call Center Operations Supervisor for a contract-to-hire opportunity with our Chicago health care client!

LRS Consulting Services has been delivering the highest quality consultants to our clients since 1979. We've built a solid reputation for dealing with our clients and our consultants with honesty, integrity, and respect. We work hard every day to maintain that reputation, and we're very interested in candidates who can help us. If you're that candidate, this opportunity is made for you!

The Call Center Operations Supervisor will:

- Be responsible for the human, fiscal and other resources and functions as the primary resource for switchboard operator team members.
- Implement and review call center policies, procedures, and performance metrics, including quality standards.
- Monitor and manage staff handling inbound and outbound calls from associates, physicians, patients, families, and the general public.
- Ensure all aspects of switchboard operator training include software proficiency, including navigating Intranet portals for information, and processes involved with utilizing clinical communications products.
- Partners with leaders of the Hospital and Practice Departments to understand changes in programs and communicates all changes to the operator team.
- Schedule or reallocate resources to ensure adequate coverage at all times and meet the demand of fluctuating call volumes.
- When necessary coach staff to resolve staff problems, improve skills and refine techniques, as well as investigate and respond to customer complaints and comments with appropriate follow-up in a timely manner.
- Maintain unit compliance with regulatory and professional standards, identify staff development and training needs, and serve as a liaison between staff and other areas within the facilities at large.
- Other duties as assigned

Requirements:

- Bachelor’s Degree, or an Associate’s Degree with corresponding experience.
- Minimum of 5 years’ telecom operations experience, with at least 2 years experience at a supervisory level.
- Customer Service skills in a high-pressure environment.
- Call Center Operations knowledge.
- Familiarity with overhead paging systems.
- Coaching and Counseling skills.
- Training and Developing skills.
- Robust computer skills including aptitude in Microsoft Office.
- Candidates must have permanent authorization to work in the USA for any employer
- Corp to Corp candidates will not be considered

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status. ;