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Supervisor, Contact Center

Requisition R072789 Market Remote Department SS Access 360 - Administration Shift Schedule Full-time

Thank you for considering a career at Bon Secours Mercy Health!

Summary:

Under the direction of the Operations Manager, the supervisor will lead a team of 15 associates and provide real-time direction to the activities related to day-to-day operations.The supervisor is responsible for managing, training, and guiding associates in performing their duties.Provides support, reports and resolves problems and complaints.

Essential Job Functions:

  • Supervises, plans and manages functions related to the Enterprise Contact Center.  Carries out supervision, coaching, call monitoring, and training as needed. 
  • Works collaboratively with physician practices as needed
  • Manages the Access 360 team in compliance with all BSMH policies and procedures
  • Monitors and communicates performance standards to team, and performs evaluations in a fair and consistent manner
  • Oversees the handling of escalated complaints or inquiries regarding the Enterprise Contact Center
  • Conducts regular team meetings to communicate issues or changes in policies or procedures, and maintain accessibility for one-on-one communication
  • Partners with the quality assurance and training team
  • Ensures associates adhere to policies, procedures and processes
  • Consistently drives to deliver exceptional customer service experiences to our customers

Employment Qualifications:

  • High School Diploma or GED.  Preferred 2 year/Associates degree
  • 3-4 years of customer service experience with at least 2 years in a supervisory role, leading team preferred
  • Solid computer knowledge and skills, including the ability to navigate complex systems and create reports when needed
  • Previous experience using Salesforce or other customer relationship management software preferred

Bon Secours Mercy Healthis an equal opportunity employer.

We’ll also reward your hard work with:

  • Comprehensive, affordable medical, dental and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance w/AD&D
  • An employer-matched 403(b) for those who qualify
  • Paid time off
  • Educational Assistance
  • And much more

Scheduled Weekly Hours:

40

Work Shift:

Department:

SS Access 360 - Administration

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.

Apply Now
Luis F., RN

I wanted to get into a career where I’m happy to go to work.

Luis F. Registered Nurse
Forbes Best-in-state Employer, Virginia (ranking 80th)

Forbes Best-in-state Employer, Virginia (ranking 80th)

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Springbuk- One of the Healthiest Employers in America

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Seramount – One of the Best Companies for Multicultural Women

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Seramount 100 Best Companies for Working Mothers 2021

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Forbes Best-in-state Employer, Virginia (ranking 80th)

Forbes Best-in-state Employer, Virginia (ranking 80th)

Springbuk- One of the Healthiest Employers in America

Springbuk- One of the Healthiest Employers in America

Seramount – One of the Best Companies for Multicultural Women

Seramount – One of the Best Companies for Multicultural Women

Seramount 100 Best Companies for Working Mothers 2021

Seramount 100 Best Companies for Working Mothers 2021

Seramount Top Company for Executive Women 2021

Seramount Top Company for Executive Women 2021

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