• Call Center Supervisor

    Location US-NY-New York
    Posted Date 1 month ago(4/17/2018 8:29 AM)
    Job ID
    Administrative/Clerical Support - All Openings
    Emp Status
    Regular Full-Time
    Hours per Week
  • Overview

    Full Time Call Center Supervisor

    Pre Access  Services



    The Call Center Supervisor position responsibilities include broad contact center management, including use of all monitoring and reporting tools used in a modern Avaya contact center environment; management of critical rapid response team activities; management of critical medical gas and patient safety system monitoring; paging; and connection of calls to critical medical and clinical staff from the contact center in a healthcare environment. Will manage a team of 10+ contact center agents in a 24/7 environment.

    • Avaya Elite Multichannel Contact Center experience preferred. This includes agent management; service observance and barge-in; CMS contact center reporting familiarity; use of Avaya Contact Center Analyzer software.
    • Familiarity with Avaya 9611 and 9641 telephone sets and their basic operation.
    • Spok paging and notification system experience preferred. Smart Web; Smart Console; Spok Mobile; and Spok Messenger.
    • Genesys contact center experience preferred.
    • 3-5 years experience managing a contact center environment.
    • Bachelor’s degree preferred.
    • Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.
    • Assisting in the formulation of targets for individuals and teams.
    • The ideal candidate must possess great communication skills and be able to lead and motivate. Candidate will be well organized, reliable, and results-oriented.
    • Measure performance with key metrics such as call abandonment, average speed of answer, calls waiting etc.
    • Anticipate escalation and take over calls when needed.
    • Ensure adherence to policies for attendance, established procedures etc.
    • Keep management informed on issues and problems.
    • Prepare monthly/annual results and performance reports.


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