Call Center Supervisor (Bilingual)

The Call Center Supervisor provides direct supervision of competent support services which ensures employees resolve issues and improve client satisfaction. Oversees all Call Center Receptionists.Responsibilities:Manage a team of 30-45 call center representative to ensure effective internal/external telephone communications that maintain a professional image reflective of NYPCC’s missionMeet regularly with Call Center Manager and Program Administrator to discuss Call Center operations to identify and implement process improvement strategies to achieve an optimum client satisfaction experienceProvide Call Center Manager and Program Administration with daily/weekly reporting on operational matters through data and other measurable deliverablesEffectively coordinate all special events, employee wellness and engagement activitiesPerform other duties as assigned by Senior Management and Leadershipmanage the onboarding training for all new Call Center RepresentativesProvide ongoing training and guidance to Call Center Representatives in their duties and responsibilitiesResponsible for quality assurance of the Call Center operations and workflow processesLeads the coordination and management of Daily/Weekly tasks assignments for all Frontline Call Center representativeConduct all forms of performance appraisals and evaluations to assess employee engagement and expectationsResponsible for providing adequate staffing resources and coverage for NYPCC’s Call CenterLeads all Call Center operations and responsible for coordination of adequate staffing resources to ensure operational efficiencyHandle all escalating calls with the goal to maintain client satisfactionEnsure all verbal and written external communications with the organization are responded to in a timely mannerFollow and enforce all New York State HIPAA guidelinesGather and analyze statistics related to call center activities and report on trends to determine potential causes and develops recommendations for process enhancements.Collaborates initiatives and communicates with all cross functional interdisciplinary teams