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Call Center Supervisor in Indianapolis,IN at Stericycle

Date Posted: 4/16/2018

Job Snapshot

Job Description

The Patient Services Supervisor is responsible for the day-to-day operations of the call center. The primary function is to ensure that the Team Leads (PSTLs) are fulfilling their responsibilities, inbound and outbound calls are being processed effectively and efficiently, and Patient Services Representatives (Reps) are performing up to client expectations while overall company performance goals are being met. Essential Duties & Responsibilities: Selects, trains, and develops an effective and efficient staff:
• Makes every reasonable effort to select, train, and develop qualified, diverse workforce.
• Establishes and communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed.
• Recommends salary adjustments, promotions, transfers and dismissals.
• Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
• Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
• Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity.
• Develops subordinates through continued coaching and feedback on performance. Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.) Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g. Quantify Data, Trending KPI’s, etc.). Works closely with Client Services and Sales to ensure the smooth implementation of new accounts. Reviews new and updated accounts with Team Leads and/or Reps (one-on-one). Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors. Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards. Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth. Assist with any Team Lead, Representative or general center responsibilities, when required (e.g., answering QA lines, walk-around, traffic monitoring, quality monitoring, training, taking calls, scheduling, etc.). In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested.

Job Requirements

Education & Experience: Education equivalent to a High School diploma/GED or the equivalent in related work experience. Two or more years of experience in a high-volume call center environment. Experience in a lead role, preferred. Demonstrates experience handling complex customer calls. Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Demonstrates intermediate knowledge in using various call center systems (Infinity). Demonstrates intermediate knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook. Must be able to input, monitor and manipulate data within these applications. Proficient in the English language. Bilingual Spanish a plus. Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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