New

Supervisor, Call Center

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Nov 03, 2025
The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care. This position requires an individual with effective communication, critical thinking, and organizational abilities who can work in a fast-paced setting and has experience in leadership roles. Key Requirements: Leadership Experience: Proven ability to supervise, motivate, and develop a remote team. Prior experience in a leadership role within a contact center or call center environment is required. Contact Center Operations: Deep understanding of staffing models, performance metrics, and best practices. Experience managing service levels and problem-solving to improve results is essential. Technology Knowledge: Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools. Main Responsibilities: Provide ongoing coaching, mentoring, and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness. Foster a positive team environment by promoting open communication, collaboration, and acknowledging achievements. Monitor and evaluate team performance, conduct regular reviews, and implement corrective actions as needed. Manage day-to-day operations, ensuring productivity and quality standards are met. Collaborate and actively work with partners to improve workflows and support organizational goals. High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred Experience Customer Service Experience 5-7 years required and Call Center Experience 3-5 years required and Leadership/Supervisory Experience 2-3 years preferred Knowledge, Skills and Abilities - Exceptional telephone etiquette and customer service skills. - Exceptional customer service, active listening, and verbal and written communication skills. - Understanding of company products, services, and policies. - Proficiency with computers, especially with CRM software, and strong typing skills. - Strong time management and decision making skills. - Strong leadership and supervisory skills. Monday - Friday ; position hours range anywhere from 7 AM to 6 PM EST. Quiet, secure, stable, compliant work station required Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.