Job details

Call Center Supervisor

The Sales Supervisor is responsible for driving sales results within the Registering and Scheduling call center. You will be responsible for managing the team, processes and scripts to produce the most efficient, effective and highest possible results. This involves effective coaching, development, reporting and performance management that will yield week-over-week improvements. Must be comfortable in working in a competitive environment, with weekly and monthly KPI's and targets.

This position is ONSITE in our Northbrook, Illinois corporate office. Remote work is NOT available.

ESSENTIAL FUNCTIONS:

Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner - while achieving desired results.
Coaches' employees to reached desired sales goals and targets, while navigating through pivots, objections and rebuttals.
Monitors employee performance to assure that all goals are achieved.
Must have a roll-up your sleeves can do attitude: We are not a culture of delegation.
Takes corrective action, and counsels' employees on performance, attendance and other areas of improvements.
Must be comfortable in the development of performance and sales reports.
Continuously review scripts and communications while developing enhancements and improvements.
Partner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphere.
Handles and resolves escalated patient calls and inquiries.
On occasions: Lead by example and fill-in for callers and handle the day-to-day tasks.
Ability to interpret call center reports on abandon rates, inbound calls, outbound and overall call volume.
Ability to derive staffing and coverage needs based on overall call volume.
Ability to interpret call center statistics and adjust staffing levels to handle projected call levels.
Ability to coach, mentor and train call center analysts
Implement measurements/KPI’s designed to benchmark call center performance.
Translate for business purposes how call volume in an out bound correlates to business performance.

KNOWLEDGE AND SKILLS:

Solid Knowledgeable of telephone call center systems
Proven and demonstrated track record of coaching and developing individuals in a sales environment.
Solid multi-tasking, prioritization and organizational skills
Ability to work in a fast paced, quickly changing environment with conflicting priorities.
Ability to work analytically to identify qualitative or quantitative trends and take appropriate action.
Effective problem solver
Exceptional written and verbal communications skills

QUALIFICATIONS:

Must have a proven track record of managing high performing teams.
2+ Years supervisory or lead experience (to include direct coaching and counseling)
Demonstrated experience handling escalated callers, service issue, and employee conflicts.
Bilingual / English / Spanish (or) English Russian (or) English Greek is a plus.
Schedule flexibility to cover 1 weekend day.