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in Carrollton, TX

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Hours Full-time, Part-time
Location Carrollton, Texas

About this job

Company Information: Shield Healthcare has been a leader in medical supplies since 1957 and is a service organization dedicated to fulfilling the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction. We have an overall satisfaction rating of 99% and take pride in maintaining that score. Over the years, Shield HealthCare has expanded nationally with current service locations in Arkansas, California, Colorado, Illinois, Ohio, Texas and Washington. Job Summary: We are currently seeking a dynamic Contact Center Supervisor to work in our Carrollton, TX Call Center. Our agents process telephone orders from patients and referral sources in a fast paced, high call volume environment. The primary function of this position is to manage a team of Customer Service Agents, monitor and review daily performance reports, conduct interviews, deliver disciplinary action, handle and resolve escalation calls and provide outstanding customer service. Benefits: Medical, Dental and Vision 401(k) Personal, Sick and Vacation Days Flexible Spending Account Life & Disability Insurance Education Assistance Employee Discounts Key Job Responsibilities: 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 on a monthly basis 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 Places employee orders Processes order cancellations and account deletions Miscellaneous projects as assigned by manager Experience/Qualifications/Education: Bachelor’s Degree preferred 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 Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.