Supervisor, Call Center, Full time, Days
Not Disclosed•Full-TimeOn-site
location_onSpring Brook Country Club, 9, Springbrook Road, Morristown, Morris County, New Jersey, 07960, United States
About the Role
The Central Scheduling Supervisor serves as the operational leader for the Central Scheduling team, dedicated to ensuring efficient, accurate, and patient-centered scheduling services. This role provides essential leadership, guidance, and support to Team Leads, Scheduler II, and Scheduler I members, ensuring strict adherence to AHS standards, performance goals, and a commitment to customer service excellence.
The position is pivotal in fostering a positive team culture focused on continuous learning, accountability, and the delivery of exceptional patient service. The supervisor acts as a bridge between the contact center and ancillary clinical, administrative, and technical teams, collaborating to resolve scheduling challenges, streamline workflows, and support broader strategic initiatives.
Day in the Life
In this role, you will monitor contact center activity and manage staff schedules to optimize access for the patient population. Your day involves conducting quality audits, implementing process improvements, and generating performance metrics reports that track operational KPIs, team productivity, and quality measures. You will provide direct supervision, coaching, and performance feedback to the team, while also assisting with the training and onboarding of new staff and ongoing skill development for existing members.
A key part of the role involves troubleshooting escalations, ensuring the team meets Contact Center KPIs and POS cash collection goals, and completing interviews to maintain a fully staffed department. You will also provide cross-coverage for departmental assignments and assist with various projects as required.
Preferred Experience
Candidates with cXone experience or general phone system experience are highly preferred for this position.
Equal Opportunity
We are an equal opportunity employer and value diversity at our organization.
Work location
Work model: On-site
Spring Brook Country Club, 9, Springbrook Road, Morristown, Morris County, New Jersey, 07960, United States
Morristown, New Jersey
Key Responsibilities
- check_circleSupervise daily operations to ensure timely and accurate handling of calls and scheduling requests
- check_circleDevelop and maintain team schedules to ensure adequate coverage during peak hours
- check_circleProvide direct supervision, coaching, and performance feedback to team members
- check_circleConduct quality call audits and monthly team evaluations to ensure compliance with standards
- check_circleAssist with training and onboarding of new staff and ongoing skill development for existing staff
- check_circleManage contact center activity and implement process improvements to optimize patient access
- check_circleCollaborate with clinical and administrative teams to resolve scheduling challenges and streamline workflows
- check_circleConduct interviews and hiring to ensure the team is fully staffed
- check_circleGenerate performance metrics reports inclusive of operational KPIs and team member productivity
- check_circleHandle escalations and troubleshooting to support daily operations
Requirements
- verifiedHigh School diploma
- verified3-5 years prior experience of Scheduling and/or Contact Center workflows
- verifiedcXone experience or phone system experience
Nice to Have
Experience with cXone or phone systems.
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Skills, education and keywords
Skills: Cxone.
Education: High School diploma required; Associate degree or equivalent in certification preferred.
Frequently asked questions about Supervisor, Call Center, Full time, Days at Atlantic Health
What does a Supervisor, Call Center, Full time, Days at Atlantic Health do?expand_more
A Supervisor, Call Center, Full time, Days at Atlantic Health is responsible for the following: Supervise daily operations to ensure timely and accurate handling of calls and scheduling requests; Develop and maintain team schedules to ensure adequate coverage during peak hours; Provide direct supervision, coaching, and performance feedback to team members; and Conduct quality call audits and monthly team evaluations to ensure compliance with standards.
What are the requirements for this Supervisor, Call Center, Full time, Days role?expand_more
Atlantic Health is looking for candidates who meet the following requirements: High School diploma; 3-5 years prior experience of Scheduling and/or Contact Center workflows; and cXone experience or phone system experience.
Where is the Supervisor, Call Center, Full time, Days role at Atlantic Health located?expand_more
Supervisor, Call Center, Full time, Days at Atlantic Health is based in Spring Brook Country Club, 9, Springbrook Road, Morristown, Morris County, New Jersey, 07960, United States. This is a on-site role.
Is this Supervisor, Call Center, Full time, Days job remote, hybrid, or on-site?expand_more
Atlantic Health has listed this Supervisor, Call Center, Full time, Days role as on-site.
How much experience is required for this Supervisor, Call Center, Full time, Days role?expand_more
Supervisor, Call Center, Full time, Days at Atlantic Health typically requires 3–5 years of relevant experience at the mid level level.
What skills do you need for the Supervisor, Call Center, Full time, Days role at Atlantic Health?expand_more
Key skills for Supervisor, Call Center, Full time, Days at Atlantic Health include Cxone.
What education is required for Supervisor, Call Center, Full time, Days at Atlantic Health?expand_more
Educational requirements for this role: High School diploma required; and Associate degree or equivalent in certification preferred.
What category does the Supervisor, Call Center, Full time, Days role belong to?expand_more
Supervisor, Call Center, Full time, Days at Atlantic Health is part of the customer services job category on Recrutus.