Call Center Supervisor (Bilingual)

Job Description
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 mission
Meet 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 experience
Provide Call Center Manager and Program Administration with daily/weekly reporting on operational matters through data and other measurable deliverables
Effectively coordinate all special events, employee wellness and engagement activities
Perform other duties as assigned by Senior Management and Leadership
Manage the onboarding training for all new Call Center Representatives
Provide ongoing training and guidance to Call Center Representatives in their duties and responsibilities
Responsible for quality assurance of the Call Center operations and workflow processes
Leads the coordination and management of Daily/Weekly tasks assignments for all Frontline Call Center representative
Conduct all forms of performance appraisals and evaluations to assess employee engagement and expectations
Responsible for providing adequate staffing resources and coverage for NYPCC’s Call Center
Leads all Call Center operations and responsible for coordination of adequate staffing resources to ensure operational efficiency
Handle all escalating calls with the goal to maintain client satisfaction
Ensure all verbal and written external communications with the organization are responded to in a timely manner
Follow and enforce all New York State HIPAA guidelines
Gather 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