Ivyhill Technologies has an immediate need for a Supervisor for its project located in San Antonio, Texas. The Supervisor will ensure call quality and proactively seek ways to improve the internal processes and results. The Supervisor will conduct regular meetings with agents to review performance and provide coaching to ensure maximum quality and production of direct reports. The Supervisor will work closely with the Project Administrator (PA) and Alternate Project Administrator (APA) in ensuring the overall adherence to Consult and Appointment Management Office (CAMO) and corporate policies and procedures.

Supervisor Responsibilities:

• Subject Matter Expertise of relevant CAMO SOP’s and internal processes.

• Monitor AVAYA CMS to ensure Telephone Appointment Clerk’s (TAC’s) are logged on and available to take calls to ensure contracted Service Levels are met.

• Ability to motivate team members to provide accurate information and customer service that consistently meets or exceeds customer expectations through:

• Ongoing feedback

• Coaching

• Performance Improvement

• Receive escalated patient calls and attempt to resolve their issue in order to prevent further escalation.

• Research customer complaints and perform root cause analysis to identify gaps in training.

• Create and maintain a positive work environment to foster employee morale.

• Ensure employees have appropriate training and other resources to perform their duties.

• Provide support via the CAMO Microsoft Teams application.

• Other additional duties as assigned.

Requirements

The qualified candidate will meet the following requirements:

• Associates' Degree or equivalent experience working in a call/contact center environment.

• Experienced in generating and interpreting AVAYA CMS reporting.

• Experience in monitoring and auditing hourly employee timesheets.

• Excellent written, oral, and telephone communication skills.

• Proven leadership, supervisory, and organizational skills.

• Strong decision-making and problem-solving skills.

• Knowledge of Microsoft Office.

• Schedule flexibility.

This posting will close COB Monday, 12/16/2024.

Benefits

Ivyhill offers a competitive benefits package that includes medical, dental and vision coverage; Life and AD&D insurance; Short- and Long-Term Disability; and a 401(k) Plan.