Contact Center Supervisor

Job Summary

Supervising a team of contact center agents in a remote environment, the full-time Supervisor, Contact Center will manage daily workflows, monitor performance metrics, and foster a positive call center culture focused on patient access and registration for the University of Miami Health System.

Key responsibilities

• Supervises daily work flows to ensure performance goals for customer satisfaction and productivity are met
• Monitors and analyzes service and productivity metrics, collaborating with the Quality Assurance team to assess quality and patient satisfaction
• Conducts training programs for new hires and existing staff, while motivating agents through positive communication and feedback

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 as a change agent and motivator in a large team setting
• Proficiency in computer software, including Microsoft Office
• Ability to effectively lead, motivate, and train others