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 CALL CENTER SUPERVISOR - SECOND SHIFT - Boston, Massachusetts, United States

Job information
Posted by: MSI 
Hiring entity type: Other 
Work authorization: Existing work authorization required for United States
Position type: Contract, Full-Time 
Compensation: US$55000 - 60000
Benefits: 401(k) -
Health Insurance -
Paid Vacation -
Relocation: No relocation assistance provided 
Position functions: Customer service & support
Management - General
Travel: Unspecified 
Accept candidates: in same state/locale 
Languages: English - Fluent
Spanish - Conversational
Portuguese - Conversational
Minimum education: Associate Degree 
Minimum years experience:
Resumes accepted in: English
Cover letter: Cover letter required
Virtual interview questions: No questions which require answers when applying for this job posting.
Job code: SUP90 / Latpro-3561412 
Date posted: Aug-09-2017
State, Zip: Massachusetts, 02215


Training 2 months 11am - 7pm

***TEMP to HIRE ***
Supervise daily work of a team or teams of contact center representatives and serves as the liaison for internal customers. Responsible for daily, weekly, and monthly reporting of key performance indicators, quality and monitoring of contact center representatives, ensuring individual and group targets are achieved, and working across various departments on projects related to the growth and enhancement of the contact center.
· Assists manager with daily operations of call center team
· Facilitate daily workgroup huddle
· Responsible for reporting, summarizing, and facilitating improvements to performance metrics
· Responsible for ensuring outstanding and professional customer service
· Contribute as a subject matter expert to inform relevant business process improvement activities
· Training and onboarding new employees
· Defines and resolves patient/physician issues/problems, bringing concerns to manager as necessary
· Monitoring and evaluating quality of contact center representatives
· Coaching contact center representatives to improve performance


Associates or equivalent preferred.
2 years of relevant experience in customer service, call center, or medical office preferred
Experience as call center supervisor or similar supervisory position
Bilingual - Spanish / English or Portuguese
Ability to adhere to HIPAA and OSHA policies at all times
Ability to provide excellent and efficient customer service
Ability to work effectively in a team environment
Excellent written and verbal communication skills
Multi-lingual highly desirable
Ability to adapt quickly in a fast-paced environment
Proficient in relevant computer applications
Knowledge of medical terminology and insurance requirements preferred