Job Description

*** Do you want to be a part the team that ensures world class triage to our clients and patients?

***We are looking for exceptional, intelligent, and quality centered call center shift supervisor who wants to oversee all aspects of operations management and care for each and every patient encounter on a shift!

***If this describes you, apply now to join our team!

Shift times

• 10 hour shifts
• 10p-8a CST
• Days: rotation of 4 days on and then 4 days off

Overview:

This is a fantastic opportunity to be a key influencer in a rapidly growing, patient-focused business. We are actively recruiting a talented Contact Center Shift Supervisor to join our team of energetic, compassionate professionals. We are seeking someone with a passion for customer service, process improvement, and a desire to help improve the lives of our nursing staff through supportive and effective shift management. The Contact Center Shift Supervisor will provide direct support to the front-line staff fielding calls and ensure that the right people are in the right place at the right time. The role reports to the Director of Clinical Operations. This is a full-time, hourly remote position.

IntellaTriage ’s mission is to act as an extension of each client by using a tailored approach to deliver compassionate, around-the-clock care through the clinical expertise of our virtual Registered Nurses. Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders’ benefit. We provide our customers’ patients with the comforting and medically appropriate guidance they need during the most trying times. We help our customers’ nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customers’ bottom line by reducing overall cost to deliver after-hours care.

What you’ll do:

The Contact Center Shift Supervisor will be responsible for managing day to day operational performance of the business and be able to effectively manage agent performance and customer service. Provide motivation and timely communication to a team of 50+ nurses that are on shift to ensure service levels are met and protocols are known.

• Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics.
• Assign and manage phone queues to appropriate agents at the beginning of each shift.
• Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur.
• Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks.
• Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support.
• Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms.
• Properly maintain the incident log with staff issues, client complaints, and IT issues.
• Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely.
• Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.
• Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends.
• Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand.
• Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.

Requirements

Qualifications

• Bachelor’s Degree preferred.
• Requires a minimum of 2 years of call center experience.
• Previous management experience preferred.
• Above average written and oral communication skills
• The ability to work day, night, weekend, and holiday shifts
• Working knowledge of Windows, Excel, Word, and other Microsoft business applications
• Experience with RingCentral preferred.

Your Traits & Characteristics

• You are passionate about excellence in the delivery and consistency of patient care.
• You are organized and detail oriented.
• You are able to apply critical thinking to develop options and consider impacts and demonstrate business expertise.
• You embrace accountability for excellent customer service by acting quickly and decisively without direct on shift supervision.
• You foster teamwork and motivate others to perform at a high level.
• You do what is right every time and without question

Benefits

The Remote Contact Center Supervisor position is paid at a rate of $30 per hour. . All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year). All part-time and full-time employees are eligible to participate in our 401(k) plan. Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.

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