Call Center Operations Supervisor

Friday-Monday Shifts Required

The Front Desk Supervisor delivers exceptional client service while providing leadership and support to Front Desk Representatives. Acting as the primary authority on shift, the Supervisor handles employee concerns, customer escalations, and client interactions with professionalism and discretion. This individual is responsible for ensuring the team is equipped with the tools, training, and guidance needed to excel in their roles. Key responsibilities include facilitating seamless communication, overseeing scheduling, initiating quality control, and contributing to operational efficiency.

• Provides support and expertise for successful implementation of change initiatives.
• Remains positive, even in adversity, helping to bridge gaps between the Front Desk team and Senior Leadership, including President, COO, Operations Manager, etc.
• Communicates effectively and collaborate with alternate shift leads for seamless support.
• Ensures training of new hires is happening efficiently and effectively; identify inefficiencies within the training program and help develop and maintain training materials.
• Offers quality control checks as required by Operations Manager and lends support to the peer review process.
• Handles escalated calls;
  May escape calls to Operations Manager if necessary.
• Sets up new accounts and completes welcome process.
• Develops schedules to maximize staffing during peak periods, including scheduling for Lead Representatives and On-Call Representatives, training schedules, breaks, and lunches.
• Supports billing by running reports and ensuring accuracy.
• Responds to Representative call outs and fill openings in the schedule.
• Assists with collections process.
• Oversee and delegate on-call assignment, ensuring all client on-call changes are responded to in a timely manner.
• Sends monthly on-call reminders and manages client communications.
• Maintains and oversees Front Desk shared inbox. Handles escalated messages and communicates with Operations Manager regarding open client requests and communications.
• Manages back-end client changes as needed.
• Understands and supports emergency procedures for both physical and digital issues.
• Performs duties as a Representative as necessary.
• Other duties as assigned.

• Answer calls for clients, taking accurate messages, telephone orders and/or customer service requests.
• Follow instructions precisely as detailed on the client Mastercard (IE: Hold Call, Page, Text, Call Home Number, Fax Messages, Record to Voice Mail, Etc.).
• Put required actions on emergency calls to assure that the client is contacted within the required time frame.
• Check location information on each account before attempting to dispatch or deliver messages.
• Give messages to clients who call in and takes information on temporary changes such as who to call and/or the location of the client for a brief period. (Example: A Physician may be ’s Hospital or may wish to be called at home, a temporary number…etc.)
• Speak in a clear voice and repeat the information taken to be certain that the correct name, phone number, address, date of birth, email and message are taken.
• Gather complete information about prospective clients and transfer calls to Supervisor or Division Manager.
• Maintain appropriate client confidentiality and supports HIPAA compliance individually and as a team member.
• At pre-determined intervals or upon client request, dispatches client messages directly to their offices via email or fax.
• Maintain punctual attendance and provide proper notice for call outs
• Refer to the “downtime checklist” if the call volume is low and they are looking for something to do.
• Maintain up-to-date knowledge of the current CMC by reviewing all account information, checking for personal or employee messages where available.
• Understand how to dispatch alarms, check in and out as well as monitor guards for Pacific Security.
• Performs other duties as assigned.

• Ability to effectively communicate, both spoken and written.
• Ability to remain calm under pressure.
• Able to work independently or in teams in a fast-paced environment.
• Dependable and trustworthy leader with ability to foster positive organizational change.
• Microsoft Office proficiency preferred

High School diploma or equivalent required. Additional education preferred. Experience in a supervisory role preferred.