Supervisor CSC Dispatch

We are looking for a Supervisor, (contract to hire)

Shift: 1:00 PM -9:30 PM

Work Week :Tuesday Saturday.



JOB SUMMARY

The Supv CSC Dispatch oversees the daily operations of the customer service center, including hiring and disciplinary actions. Monitors the call volumes, productivity, and Quality Reviews.

Handles escalated and overflow calls as needed.

Managerial experience

Ability to Identify/understand and measure core competencies and performance metrics

Supervise, coach and develop staff

Foster a positive environment

Handle escalations

Collaborate with leadership to implement new technologies, processes and service initiatives



ESSENTIAL FUNCTIONS OF THE ROLE

Oversees the daily operations of the department, including flow of daily workload, delegating assignments, and managing employee issues as they arise. Supervise time and attendance issues.

Serves as a liaison with other departmental and vendor contacts. Collaborates on employment decisions, including hiring, firing, and disciplinary actions. Provide input and feedback on performance reviews.

Monitors dashboards/reports to ensure Specialists are all available/ready. Responds timely to all email correspondences from internal and external departments.

Completes weekly statistical reports and daily collection reports as needed. Reviews and monitors Quality Review scores for staff. Handles and resolves escalated and overflow calls.

Ensures internal departmental metrics are met and maintained.



KEY SUCCESS FACTORS

Associate's degree preferred.

Able to make tactical decisions around the allocation and direction of the work of supervised employees using established guidelines, policies and procedures.

Able to make effective hiring and termination recommendations.

Able to train, and evaluate performance of supervised staff.

General computer skills, including but not limited to: Microsoft Office, information security, scheduling and payroll systems, electronic medical documentation, and email.

Ability to multi-task in fast paced environment.

Telephonic communication skills

Written and verbal communication skills.

Basic computer skills (Outlook, Word, Excel).Must be able to follow accounts through to completion.

Conflict resolution skills



The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at ***.