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   Current UPMC employees must apply in HR Direct

Supervisor, BMA Call Center

Description

Location: BMA Call Center

Scehdule: Mon - Fri daytime schedule/ hours will vary 

Purpose:
The Call Center Supervisor will be responsible for managing and mentoring staff in a call center environment with regards to all tasks required to provide services to meet client needs and business needs within budget and targeted deadlines. Call Center operations include Operators, Scheduling, Emergency Notification.

Responsibilities:

  • Manage between 15-20 employees in a Call Center in accordance with the organizational policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Organize and maintain all Call Center operations including Operator, Scheduling, Emergency Notification
  • Manages Answering Service functions such as billing, building new and maintaining existing accounts, and handling client questions and complaints.
  • Maintains shift staffing levels to accommodate call volumes while upholding a customer service level as defined by corporate standards.
  • Makes recommendations to Management to increase efficiencies throughout the department.
  • Completes monthly statistics for each operator, the department and stats for Administration.
  • Maintains pager devices, including ordering, activation, servicing, and invoicing.
  • Functions as a Call Center Agent on an as needed basis.
  • Performs in accordance with system-wide competencies/ behaviors and performs other duties as needed.

 

Qualifications

  • Associate Degree or equivalent technical or related on-the-job training.
  • 2 years of telecommunications or call center experience and two years previous supervisory experience.
  • Must have excellent computer and database skills, knowledge of telecommunications terminology, outstanding customer service and organizational skills.
  • A working knowledge of Microsoft Office and Call Center software required.
  • Must have strong verbal and written communication skills.


 



UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct