Supervisor, Contact Center (H)

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami , please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet. The University of Miami /UHealth Department of Uhealth Connect has an exciting opportunity for a Full Time Supervisor, Contact Center to work Remotely. The individual in this position is part of the UHealth Connect Contact center and will be responsible for supporting functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System. Our Department thrives on teamwork and collaboration, and we know our employees achieve the greatest results when they are working together for a common goal. The incumbent is responsible for supervising a team of contact center agents who are responsible for patient access and registration for the University of Miami Health System. Success in this position requires the ability to manage, motivate and encourage agents through positive communication and feedback. This role also requires being available to affect the entirety of the team's operations by effectively building call center culture according to our core values promoting and fostering an environment where staff feels a sense of “purpose, worthwhile work, and making a difference. Core Responsibilities : Supervises over the daily work flows of staff to ensure performance goals for customer satisfaction, quality, productivity, and key performance metrics are consistently met. Monitors and analyzes quantitative service and productivity metrics (i.e. average speed to answer, abandon rate, service level, appointments scheduled, etc.) Partners with Quality Assurance team to monitor and analyze team’s quality and patient satisfaction metrics (i.e. call monitoring for adherence, compliance of registrat