Call Center Supervisor Page 2
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Forecast volumes of calls and staffing requirements.
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Maintains call distribution system by assisting the IT Department in configuring the telephone PBX to
automatically distribute calls uniformly among customer service representatives.
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Makes necessary changes in staffing based on day of week, clinical load, other anticipated events,
and PBX data.
Monitors productivity of patient service representatives and generates reports.
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Reviews PBX data to monitor the length of time customers remain on hold.
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Monitors service calls to observe employee demeanor, technical accuracy, and conformity to
company policies Answers questions and recommends corrective services to address customer
complaints.
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Coordinates with IT in maintaining the correct recorded announcement menus, and makes changes
as necessary based on the time of day, day of week, or holidays.
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Compile work volume statistics for accounting purposes and to keep records of client service
requests and complaints.
Determines work procedures, prepares work schedules, and expedites workflow.
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Studies and standardizes procedures to improve efficiency of staff.
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Maintains collaboration among workers and resolves grievances.
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Prepares reports by staff for review.
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Manages the staff and is responsible for overall direction, coordination planning, assigning and
directing work.
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Perform other Duties as assigned by the Patient Services Manager or Health Information Director.
Physical Demands and Working Conditions:
Work is normally performed in a typical office work environment. While performing the responsibilities of
this position, the individual is required to have ambulatory skills sufficient to visit various parts of the
organization. Requires the ability to reach with hands and arms, climb stairs and occasionally lift and/or move
up to 30lbs. Requires sitting and standing for extensive periods of time, operating a computer keyboard,
telephone and other equipment for extended periods of time. Travel to other Axis health centers and other
local travel will be required.
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
A background check is part of our hiring process. Axis Community Health is An Equal Opportunity Employer.
E-mail your resume to . Include “Call Center Supervisor” in the subject line of your
email. Please provide a cover letter indicating why you are well suited for this position, your resume, and
include compensation history.
Call Center Supervisor Job Description
Page 2 of 3
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