Job Description

Description

:The Contact Center Supervisor is responsible for overseeing the daily operations of the contact center, ensuring exceptional customer service, and optimizing team performance. This role involves leading and managing a group of customer service team members, ensuring they meet and exceed performance targets, maintain high levels of customer satisfaction, and uphold CoxHealth’s mission, vision, and values. Strong leadership, excellent communication, and analytical skills are essential to drive efficiency and effectiveness within the contact center.Key responsibilities include developing and maintaining relationships with patients, providers, and other departments within CoxHealth, as well as handling employee selection, issue resolution, and interdepartmental communications. Additional duties involve staff training, call evaluations, and coaching on topics such as customer service, appointment scheduling, EMR systems, contact center systems, complaint resolution, and efficient departmental operations. Creating a positive team culture, managing consumer experience standards, and consistently delivering exceptional consumer experiences with one-call resolution are crucial to the success of this role. The Contact Center Supervisor serves as the primary point of contact for their area of responsibility and may assist other areas and perform additional duties as needed. Education: ▪ Required: High school diploma or Equivalent ▪ Preferred: Bachelor’s Degree Experience: ▪ Required: 2 years’ customer service experience ▪ Preferred: Prior supervisory or training experience Skills: ▪ Outstanding written verbal communication skills ▪ Proficient in Microsoft Office Programs ▪ Ability to multi-task Licensure/Certification/Registration: ▪ N/A

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