Site: Mass General Brigham Incorporated
Job Summary
The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care.
This position requires an individual with effective communication, critical thinking, and organizational abilities who can work in a fast-paced setting and has experience in leadership roles.
Key Requirements:
• Leadership Experience: Proven ability to supervise, motivate, and develop a remote team. Prior experience in a leadership role within a contact center or call center environment is required.
• Contact Center Operations: Deep understanding of staffing models, performance metrics, and best practices. Experience managing service levels and problem-solving to improve results is essential.
• Technology Knowledge: Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools.
Main Responsibilities:
• Provide ongoing coaching, mentoring, and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness.
• Foster a positive team environment by promoting open communication, collaboration, and acknowledging achievements.
• Monitor and evaluate team performance, conduct regular reviews, and implement corrective actions as needed.
• Manage day-to-day operations, ensuring productivity and quality standards are met.
• Collaborate and actively work with partners to improve workflows and support organizational goals.
High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred
Experience
Customer Service Experience 5-7 years required and Call Center Experience 3-5 years required and Leadership/Supervisory Experience 2-3 years preferred
Knowledge, Skills and Abilities
- Exceptional telephone etiquette and customer service skills.
- Exceptional customer service, active listening, and verbal and written communication skills.
- Understanding of company products, services, and policies.
- Proficiency with computers, especially with CRM software, and strong typing skills.
- Strong time management and decision making skills.
- Strong leadership and supervisory skills.
Additional Job Details (if applicable)
Working Model Requirements
- M-F Eastern Business hours
- Must be available and flexible for on-site training and meetings at each MGB entity site that the ACC supports and schedules for.
- Remote setting requires a stable, secure, quiet, compliant workstation
- Ability to be flexible and flex schedule for business needs required
Hybrid
399 Revolution Drive
40
Regular
Day (United States of America)
Pay Range
$79,560.00 - $115,720.80/Annual
Grade
7
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
