Supervisor, Customer Contact Center
Core
Lead daily operations of a 24/7 IT Customer Contact Center team delivering superior service to physicians, patients, and internal staff.
Role type
Senior IC operations supervisor (call center)
Builds
Standardized daily operations and service delivery for IT Support Services
Domain
Healthcare IT / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Staff scheduling, operational efficiency optimization, escalation management, real-time call flow monitoring, system redundancy checks, team motivation, project management, organizational skills
Preferred skills
Technology adoption, relationship building with clinical stakeholders
Technologies
Call center software, hardware support systems
Responsibilities
Schedule 24/7 coverage and manage PTO, coordinate daily operational huddles, resolve escalated patient/physician complaints, monitor and adjust call flow in real-time, perform system redundancy checks and maintain downtime materials, collaborate on staff scheduling and time-off authorization.
Seniority
Senior, hands-on IC
