CALL CENTER SUPERVISOR RN Job in San Diego, California US
CALL CENTER SUPERVISOR RN
Oversee the daily operation of the call center to include regular monitoring coaching of TMS CSS', maintaining schedule adherence, managing to pre-determined productivity levels. Hours of Work: 8-hour shifts, including weekends, in a 24-hour per day, 7-day per week call center. Essential Functions: - Supervise all call center personnel during assigned shift - Monitor (listen to both sides of telephone conversation) TMS CSS on regular basis - Coach (provide feedback) TMS CSS after each monitoring session - Actively manage productivity by maximizing all human technical resources - Actively manage absenteeism tardiness within the unit document discrepancies - Actively plan for participate in call center staff meetings - Develop a full knowledge of the personnel policies, client procedures, TMS CSS job duties keep updated on all changes enhancements to current procedures - Be available to problem solve answer questions including handling complaints taking over calls from difficult callers - Provide team guidance, support, reinforcement; support management decisions in a positive manner - Display excellent human relations skills by showing a sincere interest in employees problems, emphasizing communications team spirit, demonstrating an earnest concern for the staff members welfare by listening w/ empathy - Be sensitive to morale motivation issues strive to constantly improve the work environment - Participate in disciplinary actions counseling sessions - May occasionally be required to handle overflow calls - Accept new directions/assignments in support of the department's objectives - Perform administrative responsibilities, including; assign duties at start of shift document as appropriate - Assist w/ clinical guidelines operational procedures development - Check browsers (open, transfer, callback) at start of shift frequently during shift make any necessary adjustments to assignments - Participate in research projects outcome studies related to telemedicine - Assist in training of new hires - Prepare performance appraisals for TMS CSS within prescribed time frames - Work w/ the TCS Scheduler to maximize the center's human resources - Participate in interviewing process for new hires - Additional duties as assigned Qualifications: Basic Qualifications: - California State licensed RN, NP or PA. - BLS certification. - Minimum five (5) years of experience in a primary care/urgent care setting or emergency department. - Previous supervisory experience. - Previous telephone triage experience. - Customer service experience. - Experience with and understanding of basic computer, telephone, and fax systems. - Ability to use computer, keyboard, and mouse. - Ability to speak and write clearly. - Detail-oriented individual with proven successful ability to work effectively under conditions requiring speed and accuracy. - Organized and flexible with ability to handle multiple tasks and varying priorities in a fast paced environment. - Must be able to work in a Labor/Management Partnership environment. Preferred Qualifications: - Bilingual (English/Spanish preferred). - Computer experience in MS Word, Excel, PowerPoint and MS Office preferred. Notes: - Must be able to work variable shift hours, work rotating weekends and holidays.