JOB SUMMARY: Provides first line supervision of Operator Services representatives; provides training, guidance and direction to team members on activities and behaviors; provides support for problem resolution and information gathering regarding customer complaints and work assignments. Provides support to management in all aspects of Call Center activities including, but not limited to, policy and procedure implementation and execution, performance management, and system administration functions.
First line supervision of Operator service representatives
Assign tasks, monitor performance and provide team leadership, and/or counseling as needed.
Actively monitor quality of service and responses provided through direct observation.
Assist management in dealing with performance and personnel issues, writing and conducting performance evaluations.
Actively participate in hiring, developing and reviewing employees and their performance.
Training and Support
Provide classroom, technical and side-by-side training for newly hired staff in regard to call center activities
Provide training to new and existing staff on Operator Services systems and equipment.
Provide in-service training and review on emergency and internal procedures and equipment.
Manage and Monitor Workflow
Analyze staffing needs and provide management with work scheduling requirements on a daily and weekly basis.
Ensure that adequate coverage is maintained on each shift.
Establish priorities and coordinate activities of staff members. Ensure team tasks and duties are performed in an accurate and timely manner.
Manage Operator Services Information Processes
Ensure that all yearly, monthly and daily updates are accurate and accessible to staff.
Assist in reviewing and updating emergency and Operator Services procedure manuals; distribute information.
Actively participate in process improvement recommendations and implementation to ensure best business practices. Recommend changes to improve efficiency and effectiveness.
Communication and Support
Represent team in presenting suggestions and recommendations on processes and procedures in accordance with organization quality and productivity goals.
Monitor procedures and processes to ensure proper maintenance for Operator Services applications and databases to maintain the integrity of all systems.
Clarify, monitor and report equipment and systems problems in a timely manner.
Research and resolve customer issues in a timely manner. Communicate to management satisfactory resolution.
Prepare and communicate daily activity reports to management. Attend and participate in staff meetings.
Assist management with service delivery statistics, graphs and reports.
Call Center Activities
Provide assistance with pager modifications, special needs, conference calls and information research.
Provide telephone answering to assist customers, including console, main line and in charge calls.
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. Our reputation for excellence in these areas has made us a major center for patient referrals from throughout the Mid-South. Each year, people throughout Tennessee and the Southeast choose Vanderbilt University Medical Center for their health care because of o...ur leadership in medical science and our dedication to treating patients with dignity and compassion.The mission of Vanderbilt University Medical Center is to advance health and wellness through preeminent programs in patient care, education, and research.