Call Center Supervisor
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2Call Center Supervisor
Axis Community Health is a nonprofit community health center that is growing rapidly in response to the
exciting changes that are occurring in the healthcare arena. Axis's services include medical care, mental
health counseling, behavioral health services and a WIC nutrition program. Axis has five sites that are located
throughout eastern Alameda County and a sixth site underway, which will double Axis's current capacity.
We are seeking a Call Center Supervisor; this is a full-time (40 hour a week) position that includes benefits
after the successful completion of the introductory period.
For more information about Axis, visit us at
Qualifications:
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Verbal fluency in English and Spanish required
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High School Diploma or equivalent.
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Computer experience required, Microsoft Excel, and Word experience a must, 35 WPM; NextGen
knowledge a plus.
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Knowledge of medical terminology.
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High volume phone queue experience required
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Strong understanding of Call Center statistical analysis and reporting.
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Avaya PBX systems or similar PBX call center routing/queue systems experience a must a plus
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Minimum of five years experience as a Lead/Supervisor in a high-volume call center setting, health
care preferred.
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Excellent customer service and problem resolution skills.
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Ability to effectively and professionally communicate with persons of all backgrounds.
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Experience in and the ability to efficiently manage multiple telephone lines.
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Excellent organizational skills and ability to work accurately and efficiently.
Responsibilities:
Under the direction of the Clinic Operations Manager the duties of the Call Center Supervisor will
include the following:
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Serve as the key responsible person in the management of the Call Center staff.
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Produce operational reports and conduct frequent quality assurance audits of Call Center staff.
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Oversee all appointment scheduling activities for Axis sites; ensure that clinics are scheduled
according to protocol and that clinic schedules are set in collaboration with provider schedules.
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Maintain a current understanding of clinic operations and procedures.
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Assess department needs and manage the development of Call Center Policies and Procedures
•
Respond to or redirect telephone calls to appropriate staff and departments.
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In collaboration with the Clinic Operations Manager, conduct personnel activities to include hiring,
training, evaluating, disciplinary actions, and other personnel actions as required.
Call Center Supervisor Job Description
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