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Contact Center Supervisor
Location:
Saint Louis, MO
Description:
Do you have experiencing supervising in a call center environment? We are currently seeking a Contact Center Supervisor with high volume call center experience for our Animal Medical Center of Mid-America (AMCMA) St. Louis City Location. This role will be responsible for the supervision of 10 Contact Center representatives, who make appointments for our two veterinary clinics, in addition to taking payments, answering questions, and passing on messages/questions to our veterinary staff. What you'll do: Observe daily activities to ensure that customers are given excellent care. Monitor call volume, talk time, etc. through our Ring Central software. Recommend plans for optimal staffing to assure maximum productivity and service. Handle escalated customer service issues or unusual requests, appropriately passing some requests to the Practice Manager or the Directory of Veterinary Services. Answer calls during high volume periods. Develop excellent relationships with employees, veterinarians and clinic staff, and be able to address concerns. Oversee scheduling of work shifts, lunches, breaks and off-call and outbound call work for all contact center agents. Recruit, interview and hire. Train new agents to properly access records in Practice Management and Happitu software, create new records, set up appointments consistent with AMCMA procedures. Balance credit card payment accounts on a daily basis. Collaborate with our Practice Manager in the creation and maintenance of training programs for all support staff personnel and assure that all staff are properly trained for their position. Write/deliver performance evaluations. The ideal candidate will be: Extraordinary at establishing and maintaining strong working relationships. Must have excellent customer service, communication, teamwork and problem-solving skills in a fast-paced environment. Must be able to work 4 ten-hour shifts, with rotating Saturdays. An Associate's degree or equivalent is preferred. At least two years of previous supervisory experience in a call center or customer service department, and have general knowledge of quality assurance and performance standards in a call center. Previous experience in a veterinary clinic is a plus. Working knowledge of Microsoft Office products (Word, Excel and Powerpoint), and experience with call center software is required. Must be able to maintain a positive and professional public image at all times. Competitive wages & excellent benefits: Medical, Dental, Vision Insurance Short-term Disability Insurance Long-term Disability Insurance (100% employer-paid) Retirement Savings Plan Flexible Spending Accounts Employee Assistance Program Paid Time Off, including Vacation, Sick & Holiday Pay Additional perks & discounts include: 40% off AMCMA services & medications 15% off prescription foods $50 off pet adoptions 10% off at gift shops Purina for Professionals discounted pet food & delivery
Company:
Animal Medical Center Of Mid-America
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Contact Center Supervisor
Contact Center Supervisor is a Executive Supervisor Job at Animal Medical Center of Mid-America located in Saint Louis MO. Find other listings like Contact Center Supervisor by searching Oodle for Executive Supervisor Jobs.
Contact Center Supervisor is a Executive Supervisor Job at Animal Medical Center of Mid-America located in Saint Louis MO. Find other listings like Contact Center Supervisor by searching Oodle for Executive Supervisor Jobs.