The IMA Group is hiring for a Scheduling and Call Center Operations Supervisor. This is a full-time position in Albany, NY. Direct floor supervision and day-to-day management of scheduling staff.

Specific duties and responsibilities, including but not limited to-

• Observe and uphold a standard of absolute confidentiality regarding the personal information of IMA’s clients, and all corporate data which may be disclosed as a necessary part of the employee's work function.
• Review of scheduler productivity and performance. Report on scheduler performance via daily and weekly updates to Management.
• Provide support and oversight to scheduling staff to ensure work completion on a daily basis. Provide positive encouragement and constructive criticism, maintaining the highest levels of respect and professionalism at all times.
• Identify schedule problems and communicate them to Management.
• Assist with the assignment of scheduler tasks. Follow up to ensure proper completion of tasks.
• Make recommendations on staff needing retraining and allocate appropriate resources for the training.
• Handle escalated calls from call center agents
• Manage employee issues with recruitment of Human Resources to ensure all personnel files are up to date.
• Provide expertise and guidance to new call center employees. Recognize and reward progress and act as the initial management escalation point for issue resolution.
• Assist with the maintenance and monitoring of employee time, PTO requests, etc.
• Assist in obtaining hospital agreements for ancillary testing and services.
• Assist Scheduling department with special projects and assignments.
• Perform other related duties as assigned.
• Work overtime as required.
• Work on site to supervise employees working on site, including during the first four weeks of new hire training.

EDUCATION

Required: High school diploma or GED

EXPERIENCE

Required: 2+ years of call center experience

Preferred: Previous supervisory experience in a call center environment

Benefits-

The IMA Group offers a fantastic benefits package which includes Health, Dental and Vision Insurance, Paid Time Off, Paid Holidays, 401k with employer contributions, LTD, Flexible Spending Account, Life Insurance and ADD. We offer a competitive salary with a flexible schedule and limited weekend hours. Employees also receive an Annual Performance Review at the end of each calendar year.