Call Center Supervisor

Overview: The Customer Call Center is the contact point and voice of the practices and handles incoming calls for new patients, office overflow and professional callers. The role of the Customer Call Center Supervisor is to monitor and coach all Customer Call Center Representatives to ensure they provide the highest-level of customer service to assist callers and patients with information regarding treatments, services, insurances and financial items. The Call Center Supervisor is a detailed-oriented, results-driven leader that will ensure all incoming calls are answered, routed to appropriate offices and team members, and capturing of all caller information is accurate and reported. The Call Center Supervisor is passionate about the Image Orthodontics brand/offering and customer/patient experience, and leads and inspires the Call Center Representatives to drive conversion of leads and referrals to new patients.

Primary Job Responsibilities:

• Leads the day-to-day operations of the Customer Call Center to ensure the efficient use of resources, the accurate reporting of call data and the effective delivery of company services and information.
• Oversees the workflow of the Customer Call Center team, working to ensure that quality metrics are reported and that operational efficiencies are streamlined, met and/or improved as needed.
• Responsible for training, coaching and developing staff; resolving complex issues; and serving as a communications conduit between staff and Leadership Team.
• Ensures that Customer Call Center staff provide accurate information regarding company’s services and products, and the highest level of customer service.
• The Customer Call Center Supervisor will monitor Call Center Representatives to ensure that all incoming calls are answered and handled accordingly (Supervisor will also answer calls):
• Engaging with clients in a friendly and professional manner while actively listening to their concerns
• Addressing general questions regarding treatments, services and insurances
• Offering support, solutions and resolutions to callers and customers in accordance with the company's customer service policies.
• Provide information on practice locations
• Forwarding to appropriate location or individual
• Taking messages and forwarding to appropriate location or individual

The Customer Call Center Supervisor will monitor and coach Call Center Representatives to ensure that they are:

• Performing outbound calls to follow up on and convert new patient leads and referrals and secure new business.
• Effectively pitching and selling service offering promotions.
• Maintaining an outgoing attitude to callers, patients and co-workers.
• Accurately record caller/customer information within customer service database
• Scheduling and rescheduling of appointments.
• Multi-tasking, switching between multiple screens and systems with speed and ease in order to provide quick and accurate information to patients and callers.
• Staying up-to-speed on company marketing programs and promotions in order to address inquires.
• Continuously improving Call Center KPI around missed call rates and quality of service.
• Compiling weekly and monthly reports on call center activity and performance.
• Proactively addresses personnel and performance issues and handles according to company guidelines and in diplomatic fashion.
• Clerical duties may include faxing, copying etc.
• Ordering of administrative supplies as needed.
• Other duties as requested.

Qualification Requirements

• 5-7 years of customer service experience in orthodontic or medical call center; at least 5 years in supervisory role.
• Team player and collaborator; ability to coordinate between corporate teams and practice teams to ensure patient service is as seamless as possible.
• Demonstrated knowledge of contact center operations; familiar with Automated Call Distributor, Interactive Voice Response, Workforce Management and Customer Relationship Management.
• Proficient with contact center voice and data management systems and able to quickly learn new software; knowledge of contact center practices with strong analytical and problem-solving skills.
• Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
• Organized, and having a friendly and engaging demeanor.
• Outstanding communication skills (both written and oral), active listening, problem-solving skills and organizational skills.
• Project management skills necessary to perform certain job functions, such as scheduling, data entry and reporting.
• Knowledge of insurances.
• Proficient in Google Sheets, Docs, Microsoft Excel, GMail, Data Entry
• Some knowledge of CRM systems
• Associate or Bachelor’s degree

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Benefits: Competitive Pay, Vacation Pay, Holiday Pay, Medical, Dental, Vision, 401K, Life Insurance

Hours: Monday – Friday

Shift: 9am – 6pm