Starting pay based on experience!

We are looking for an experienced Call Center Supervisor with proven results! If you are goal-oriented, customer service savvy and have the ability to drive success then this is the job for you!

The Call Center Supervisor leads, monitors, and supervises the Call Center team to achieve goals that contribute to the growth of the organization. The Call Center Supervisor will motivate and inspire their team by creating an environment that promotes positive communication and encourages a positive and productive team culture.

About us:

Florida Eye Specialists is a top provider in eye care for the greater Jacksonville area and is the preferred provider for the Jacksonville Jaguars! There are currently ten locations in and around Jacksonville and we are growing every day! The physicians and staff of Florida Eye Specialists are united by a common passion for excellence in eye care. Our doctors have dedicated numerous years of medical school, residency, fellowship and post-fellowship training to eye-disease research and education.

Benefits:

• After successful completion of a 90-day probationary period, Full Time employees will be eligible for the following benefits:
• Paid Time Off & Paid Holidays
• Medical, Dental & Vision
• STD & LTD
• 401k & Employee sponsored Profit Sharing

Duties/Responsibilities:

• Leads and guides the Call Center team in the performance of duties
• Participates in training new staff members and ongoing educational programs for the team
• Assists in prioritizing, scheduling, assigning and monitoring work to optimize service
• Performs all functions of the Call Center Agent
• Performs all functions of the Call Center Manager in absence of the Manager
• Serves as subject matter expert and resource to the Call Center
• Identifies, raises and shares process improvements and patient solutions
• Liaison between Management and team members regarding questions related to procedural and process changes communicated through training, huddles and other collaboration tools
• Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering various general inquiries and issues
• Assists with addressing and resolving complex patient inquiries and issues
• Identifies unusual events or consistent problem areas and addresses with management
• Suggests methods to simplify, enhance or update procedures
• Compiles and analyzes statistics related to Call Center activities and reports on trends, determines potential causes and develops recommendations for process improvements
• Other duties as assigned by Management

Qualifications:

• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills
• Strong leadership and problem-solving skills
• Ability to interact with employees to establish a strong positive partnership
• Excellent organizational skills and attention to detail
• Ability to multi-task and function well in a high-paced and at times stressful environment
• Highly Proficient in Microsoft Office Programs
• COVID19 Vaccination or Proof of infection within past 90 days'
• This is not a remote position