Supv, Scheduling Center - Lees Summit, MO req35189 in Lee's Summit, MO at Quest Diagnostics

Date Posted: 10/30/2019

Job Snapshot

Job Description

Supv, Scheduling Center- Lees Summit, Missouri - M-F

Basic Purpose:

Manage and direct all aspects of call center operations related to assigned to Scheduling Center call center staff. Implements and reviews call center processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to internal and external clients.  Facilitates resolution of escalated calls and handles more complex interactions.

Duties and Responsibilities:

•        Leads by example in demonstrating “gold standards” behaviors.

•        Responsible for the supervision, coaching, monitoring, training, and performance management of assigned staff

•        Responsible for daily operations of the department, including monitoring of call management system.

•        Supervise a team that completes telephone calls with a variety of inbound and outbound phone calls, including soft sales techniques

•        Create, manage and report to leadership on department metrics and performance.

•        Plans and coordinates customer service activities

•        Internal and external client communications to ensure goals are met and that questions or complaints are processed properly and efficiently.

•        Contributes to the development of new procedures and processes and the modification of existing procedures.

•        Oversee the support, direction, and training of company policies and procedures and business unit quality improvement (Compliance, QMS, SOP’s, etc.).

•        Ensure compliance with all federal and state regulations.

•        Develops, coaches and mentor staff, while providing general supervision to ensure all tasks are completed accurately in timely fashion.

•        Recognizes quality service issues and provides feedback and coaching to appropriate personnel on opportunities for improvement.

•        Success will include percentage of team meeting metrics



Education: BA / BS or equivalent experience

Work Experience:

• Five years leadership experience in call center environment required

• Two years sales in a call center experience preferred

Other Special Requirements:

• Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams.

• Excellent interpersonal, customer service and communication skills

• Demonstrated success in meeting high performance standards related to work quality and quantity.

• Proven ability to manage and resolve conflict

• Customer Focus

• Action Oriented

• Conflict Management

• Strong Decision-Making Ability

• Sales Background, ability to coach to aggressive sales goals

• Timely Decision Making

• Managing and Measuring Work

• Proficient desktop skills including Excel, Word, Workforce Optimization, Internet etc.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch and reach with hands and arms. This position infrequently lifts carries or otherwise moves and positions objects weighing up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Additional Information

Duties and responsibilities, as required by business necessity may by added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.
I have read and understand the responsibilities of the position. After training, I would be able to perform all essential job functions, with or without reasonable accommodation.

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