Contact Center Supervisor

Job Summary

Supervising a remote team of contact center agents, the full-time Supervisor, Contact Center will manage daily workflows, monitor performance metrics, and foster a positive work culture within the University of Miami Health System.

Key responsibilities

• Supervises daily operations to ensure performance goals for customer satisfaction and productivity are met
• Monitors service and productivity metrics, collaborating with Quality Assurance to enhance team performance and patient satisfaction
• Conducts training programs for staff and manages performance reviews to promote agent development and engagement

Required qualifications

• High School Diploma or equivalent required; Bachelor's Degree in a relevant field preferred
• Minimum of 4 years of relevant experience required
• Experience in a supervisory role within a large team environment (at least 50 employees)
• Proficiency in computer software, including Microsoft Office
• Ability to design and deliver training for small and large groups effectively