Contact Center Supervisor

Job Summary

Supervising a team of contact center agents, the full-time Supervisor, Contact Center will work remotely to ensure performance goals for customer satisfaction and productivity are met while fostering a culture of empathy and service excellence within the UHealth System.

Key responsibilities

• Supervises daily workflows of staff to meet performance goals for customer satisfaction and key metrics
• Monitors and analyzes service and productivity metrics in partnership with the Quality Assurance team
• Conducts training programs for new hires and existing staff, focusing on performance development and compliance

Required qualifications

• High School Diploma or equivalent is 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 environment
• Proficiency in computer software, including Microsoft Office
• Ability to effectively communicate and manage a diverse team