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Role Description

The CC (Contact Center) Service Supervisor helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience to all Oak St Health patients. The Supervisor is responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within the region, including, but not limited to:

• Monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues.
• Communicating patient needs and requests to the care teams in the clinics.
• Assisting the manager with developing, analyzing, and implementing staffing, scheduling, and reward/recognition programs.

Qualifications

• At least 6 months experience supervising in a high-volume call center.
• High School diploma or equivalent required; undergraduate degree preferred.
• Ability to multitask, prioritize, and manage time effectively.
• A flexible and positive attitude.
• Effective communication and organization skills.
• Outstanding phone demeanor and etiquette.
• High level of integrity.
• Computer proficiency, including Google Docs and Sheets.
• Problem Solving/Analysis.
• US work authorization.

Requirements

• Remote office setting with a focus on phone-based interactions.
• Assigned schedules of 40 hours per week; schedule assignments vary based on business needs.
• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems.
• Prior remote work experience.
• Ability to obtain high-speed internet and hardwire equipment to router/modem.
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours.
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center.
• Ability to participate in classroom-style remote training sessions.
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment.

Benefits

• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.