Call Center Supervisor

Skills,Knowledgeand Abilities:

Supervisors must be able to:

• Communicate effectively both verbally and written in English.

• Work Independently

• Use sound judgement in decision making, and problem solving

• Demonstrate and encourage leadership in all functions

• Be thoroughly knowledgeable of routing/dispatch/call center/data management/reporting functions (viewed as an expert) including routing, scheduling, mapping, time constraints, and data entry, analysis, and review.

• Maintain an organized and efficient work environment.

• Exceptional knowledge of regional streets, address, direction.

• Multi-task, balance workload, anddemonstrategood organization skills.

• Bea strong teamplayer.

• Understand customer service internally and externally.

• Utilize information systems, ride management systems, and the Microsoft Office Suite of programs.

• Able to quickly learn and become an expert-level user for ride management, communication, and other internal systems.

• Able to quickly learn and apply contractual and operational policies, procedures, processes, and

• Utilize time management skills - prioritizing and planning.

Physical Requirements:

While performing duties of this job, must be able to:

• Stand, reach and extend arms

• Grasp, feel objects or controls

• Reach with hands and arms

• Talk and hear

• Able to lift at least 10 pounds

• Sit for extended periods of time

• Perform repetitive activities such as typing, using a telephone, computer mouse

• Must have adequate visual acuity asrequiredto perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.

RESPONSIBILITIES:

Supervisory Duties:

• Provide ongoing support and leadership to operations staff through individual and group coaching and oversight.

• Ensure all prior daytransports arerouted to external providers.

• Process same day and urgent requests, communicating directly with external providers to cover trips.

• Assuresall duties are completed on the Router Checklist including but not limited to addressing any unresolved emails in Provider Dispatch Email.

• Identifyrecurringtransportsandattemptto assign to appropriateprovider.

• Work withprovider(s)to resolve trip issues (late, no-shows, etc.)

• Review trips requests for accuracy (address, appointment time, return times, etc., )

• Monitor all phone queues, and answer calls as needed from transportation providers, facilities,membersand memberrepresentatives and communicate with providers and community partners to resolve customer issues (ETA's, no-show, etc.)

• Provide customers with trip confirmations and ETA's, call providers when necessary.

• Work with providers in providing trip data.

• Conduct preliminary investigationregardingcustomer complaints by contacting assignedprovider.

• Take escalated calls as requested

• Assumes supervisory duties when call center supervisors are absent or unavailable

• Perform data entry asrequired

• Other duties as assigned.

REPORTING RELATIONSHIPS:

This position reports to the Operations Manager

MEASUREMENTS OF PERFORMANCE:

The Dispatch Manager/Operations Manager will evaluate the performance contribution of the Dispatcher:

• Ability to process trips efficiently

• High levelof customer service

• Effective Communication

• Responsiveness to deadlines

• Timeliness, accuracy & completion of schedules

• Attendance and Reliability

Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you'll embark on meaningful work that will make an impact on you and the customers we serve. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com.

GMR's Core Behaviors-keep care at the center, raise your hand, seek to understand, find a way together and be accountable-unite our teams and set us apart in emergency medical services.