Telecommunications Operator Supervisor

Our client is looking for an experienced Call Center Professional to work at their Boston office.

Vaccination Required Hours: Sunday – Thursday 2:30pm -11pm or choose another weekday off

Job Summary

• Responsible for the administrative functions and supervision of the Call Center.
• Hands-on position assist with the call queue as needed
• Provide organization, direction and staffing for all assigned service calls and case load assignments to ensure all calls are answered in accordance with policies and procedures.
• Monitor calls and audit messages regularly to ensure the proper message taking and information gathering.
• Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
• Coach, mentor, and evaluate the performance of an assigned team.
• Assist in the selection, counseling, and discipline of all staff on the team.
• Research and resolve problems and handle escalated calls
• Train new call center agents
• Meet with existing customers on new services

Minimum Requirements

Call center experience required

High School Degree and applicable work experience.

Management or supervisory experience ( healthcare a plus)

Strong leadership skills and the ability to build effective teams.

Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing.

Assertive, self-confident, and resilient.

Job Types: Full-time, Contract

Pay: $66,000.00 – $71,000.00 per year

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• General Customer service: 8 years (Required)
• Call center: 4 years (Required)
• supervisory: 2 years (Required)

Shift availability:

• Night Shift (Preferred)

Work Location: One location