Senior Supervisor, Contact Center - School of Dental Medicine-18001557

Job description

Job Description

Senior Supervisor, Contact Center - School of Dental Medicine-18001557

The Department of Clinical Affairs oversees all clinical operations at Tufts University School of Dental Medicine. The Contact Center serves as the primary point of contact for patients seeking their care at the dental school.

The Contact Center Manager oversees all Contact Center Coordinators and Specialists at the dental school. The Manager will be tasked with building out a new contact center operation that will support all clinical operations. They will analyze current phone systems and data, and then propose and implement a strategic approach for improving the school’s overall phone answering performance. The Contact Center Manager will build ongoing relationships with each clinical operation to serve each clinic effectively. In addition to steering the long-term direction of the Contact Center, the manager will also oversee the day to day activities of the call center. They will be responsible for organizing schedules/breaks, monitoring the phone queues, monitoring online appointment requests, and providing quality assurance. In addition, the Manager will make hiring decisions, track the team’s overall and individual performance, meet one on one with the team members for coaching and regular status meetings, project work related to process improvement, and will represent the contact center in meetings and presentations.

Basic Requirements:

  • Minimum of 5 years of experience in a contact center or similar supervisory role, preferably in health care or higher education.
  • Demonstrated leadership qualities and track record.
  • Demonstrated ability to work independently and drive change.
  • Proven advanced performance including productivity, quality, and customer relationship skills.
  • Exemplary work ethic to include dependability, positive attitude, sense of urgency and awareness in operations, and motivation to help the team.
  • Bachelor’s degree or equivalent experience.
  • Excellent customer service orientation and strong oral and written communication and presentation skills.
  • Able to prioritize, meet deadlines, problem-solve and research thoroughly, contribute to peer learning and collaborate in a team environment.
  • Dependability and flexibility/willingness to work additional hours.
Preferred Qualifications:
  • Master’s Degree.
  • Contact Center implementation experience.

An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.

Equal Opportunity Employer – minority/females/veterans/disability/sexual orientation/gender identity.

Primary Location: United States-Massachusetts-Boston
Job: Other
Organization: Administration - Dental
Employee Status: Regular
Schedule: Full-time
Job Posting: Sep 4, 2018, 9:52:48 AM





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Job No:
Posted: 11/4/2018
Application Due: 12/30/2018
Work Type: