Supervisor, Call Center Job at Family Health Centers of San Diego
Impact Lives, Impact Community
Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 62 sites, over 227,000 patients, and over 417,000 visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.
Job Roles
- Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable workforce.
- Coach and counsel staff and administer appropriate disciplinary action in a timely manner.
- Complete employee performance evaluations in a timely manner using data to demonstrate staff adherence to call center standards, productivity standards and customer service standards.
- Provide and ensure staff receive all new hire and annual trainings on time.
- Participate in the development and implementation of overall Call Center policies and procedures.
- Prepare, distribute, and maintain a variety of periodic and ad-hoc reports related to productivity metric development and reporting.
- Determine appropriate measures of quality and report to Call Center leadership to include performance indicators, productivity/service standards and trends.
- Closely monitor call volume to ensure low abandonment rate, maximize customer satisfaction, and ensure strong network adequacy.
- Ensure staff manage each call received in a pleasant, professional and helpful manner.
- Ensure staff receive all new hire and annual trainings on time.
- Ensure staff scheduling and staffing levels support call volume and operational requirements.
- Respond to escalated customer issues, and collaborate with management in resolving complex issues.
- Demonstrate professionalism in all interactions, internal and external, while consistently guiding staff in providing exemplary customer service.
- Perform other duties as assigned
Education/Certifications/Licenses/Registrations
- High school diploma or GED equivalent required.
- Bachelor’s degree preferred.
- Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving within 7 years.
Experience/Specialized skills (including Language)
- At least 1 year of experience in a supervisor or lead role preferred.
- 2 years of experience working in a call center environment or in a healthcare related field required.
- Or equivalent combination of education and experience that provide the skills, knowledge and ability to perform the essential job duties.
- Knowledge of supervisory practices and techniques to include performance management and employee development.
- Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
- Ability to work with a diverse group of people possessing different cultures, life experiences, and socioeconomic backgrounds.
- Ability to maintain good working relationships with employees, coworkers, and departments.
- Bilingual in Spanish/English required.
- Possess critical thinking and problem solving skills.
- Ability to communicate effectively at all levels of the organization.
- Good written and verbal communication skills.
- Strong skills in computer applications and software, including MS Office, Electronic Health Records, health information exchanges, and others.
In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.
21.26 - 27.40
If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here:
FHCSD Wellness – Employee Hub (gobenefits.net)
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