Call Center Supervisor
Butler Medical Transport Towson, MD $18 - $20 /hour
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The Call Center Supervisor provides supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately to ensure call center volume is managed appropriately.  Butler Medical Transport's call volume consists of an average of 700 calls per day arranging approximately 50,000 patient transports annually.  Butler is a 24/7 operation and it's call center requires supervisors able to work varying schedules (days/nights/weekends).

Requirements/Duties

  • Proven experience in a call center supervisory environment (healthcare environment preferred) with excellent customer service skills
  • Excellent interpersonal and communication skills
  • Experience hiring, training, and preparing call center representatives to respond to customer questions and complaints and the ability to troubleshoot problems.
  • Ability to ensure all agents understand and comply with all call center objectives, performance standards, and policies and able to answer agent questions regarding best practices or difficult calls.
  • Experience monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Able to prepare reports in Excel and analyze data to assist management as they determine call center goals.
  • Experience working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Proficient in English (oral and written)
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Sound judgment and critical thinking
  • Must pass a pre-employment drug and background screening
  • Must be available for recall in times of crisis or when needed due to staffing issues
  • Minimum of 1-2 years of prior Supervisory experience of similar scope

Butler Medical Transport is an Equal Opportunity / Affirmative Action Employer

All qualified applicants will receive consideration for employment without regard to disability, race, color, veteran status, religion, sex, or national origin.

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