Call Center Supervisor

Company Description

Fichte, Endl & Elmer Eyecare is a state-of-the-art facility offering advanced technology for comprehensive eye care. Our dedicated and highly trained doctors and staff specialize in the latest treatments for cataracts, LASIK, glaucoma, and macular degeneration. We take pride in delivering exceptional care to preserve and enhance the precious gift of sight. Recognized for our excellence, we are committed to providing superior services to our patients.

Role Description

This is a full-time, on-site role for a Call Center Supervisor located in Amherst, NY. The Call Center Supervisor will oversee the daily operations of the call center, including managing a team, ensuring excellent customer experiences, and monitoring performance metrics. Additional responsibilities include training and coaching staff, addressing customer inquiries, and maintaining operational efficiency while adhering to company standards and goals.

Qualifications

• Strong Supervisory Skills and Team Management experience
• Proven ability to ensure Customer Satisfaction and address customer needs effectively
• Analytical Skills to evaluate team performance and implement process improvements
• Excellent Communication skills for managing team interactions and resolving customer concerns
• Familiarity with call center software and performance monitoring tools
• Ability to work collaboratively in a fast-paced, on-site environment
• Previous experience in a healthcare setting is a plus
• High school diploma or equivalent; additional education in management or a related field is advantageous

We know great supervisors have options — which is why we’ve built a role designed to set you up for success and reward your commitment from day one.

To show our appreciation for your dedication, you’ll receive a $250 retention bonus at 90 days. We want you to feel valued as you grow into your leadership role.

As part of your professional development, we fully sponsor your Certified Patient Service Specialist (CPSS) designation, an industry-recognized credential that elevates your career in healthcare administration and patient experience. You’ll complete this certification on company time, at no cost to you.

As our Call Center Supervisor, you’ll play a key role in shaping the patient experience from the very first interaction. You’ll lead a team of dedicated call center representatives, support a culture of empathy and efficiency, and directly contribute to the quality of care our patients receive.

If you're ready to take the next step in your career with a company that invests in you - we would love to meet you!