Contact Center Supervisor – Weekend Only

Job Description: • 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: • 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. Benefits: • 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. Apply tot his job Apply To this Job