Supervisor,ContactCenter(H)

**_Current Employees:_** If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click [here](https://www.myworkday.com/umiami/d/task/1422$7248.htmld) to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this [tip sheet](https://my.it.miami.edu/wda/erpsec/tipsheets/ER_eRecruiting_ApplyforaJob.pdf). The University of Miami/UHealth Department of Uhealth Connect has an exciting opportunity for a Full Time Supervisor, Contact Center to work Remotely. **Core Summary** The Supervisor, Contact Center is responsible for supervising a team of contact center agents who are responsible for patient access and registration for the University of Miami Health System. The incumbent will manage, motivate, and encourage agents through positive communication and feedback. This Supervisor, Contact Center will build call center culture according to UM’s core values promoting and fostering an environment where staff feels a sense of “purpose, worthwhile work, and making a difference **Core Responsibilities** : * Supervises over the daily work flows of staff to ensure performance goals for customer satisfaction, quality, productivity, and key performance metrics are consistently met. * Monitors and analyzes quantitative service and productivity metrics (i.e. average speed to answer, abandon rate, service level, appointments scheduled, etc.) * Partners with Quality Assurance team to monitor and analyze team’s quality and patient satisfaction metrics (i.e. call monitoring for adherence, compliance of registration documentation, etc.). * Coordinates with Flight Control team to maximize staff productivity and availability within the contact center. * Collaborates with other internal teams to provide cross coverage activities in order to ensure that UHealth Connect meets customer expectations. * Assists the Patient Access Manager with planning, organizing and scheduling for the da