Job Summary: We are currently seeking a dynamic Contact Center Supervisor to work in our clients Valencia Contact Center. Their agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to provide excellent customer service. Key Job Responsibilities: Monitors and reviews reports for performance statistics, daily Manages abandonment rate to below 5% Runs and monitors dialer campaigns through to completion Manages Available time to 5.5 hours or above per CSA Maintains sufficient phone coverage in specialty queues Monitors, evaluates and assists with follow up on team hold screens Monitors and ensures completion of returned CSA documents Monitors quality and productivity of CSAs and generates reports Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies Answers questions and recommends corrective services to address customer complaints Coaches agents through side-by-sides, monthly Determines work procedures, prepares work schedules, and expedites workflow Studies and standardizes procedures to improve efficiency of subordinates Maintains harmony among workers and resolves grievances Prepares and delivers monthly and annual performance reviews with management Identifies beneficial training topics based on questions and requests from CSAs Calculates and submits agent incentive points Processes order cancellations and account deletions Conducts interviews Delivers disciplinary action and maintains Key Incident Logs Handles and resolves escalation calls Miscellaneous projects as assigned by manager Experience/Qualifications/Education: 2 years supervisory experience, preferably in a call center environment 3-5 years customer service experience Health care industry experience preferred Proficient in Microsoft Word and Excel Excellent written and verbal communication skills Strong organizational skills Benefits: Medical, Dental and Vision 401(k) Personal, Sick and Vacation Days Flexible Spending Account Life&Disability Insurance Education Assistance Employee Discounts Pailin Group Professional Search Consultants - Send resumes to Amanda Sonus - Senior Consultant asonuspailingroup.com J-18808-Ljbffr