Supervisor, Remote Solutions

Supervise and maintain standard operating procedures for the Remote Solutions after-hours STAT Team working 2^nd shift.  Primary responsibilities include: ensuring consistent excellent quality and productivity standards within the team, with a focus on metrics management, staff skill building, training, coaching and mentoring to ensure client satisfaction and continuous improvement.  A keen ability to lead by example, build a positive work environment and motivate employees to reach aggressive performance goals is a must.  This position is considered a “working-supervisor” role where the incumbent will field client inquiries and fulfill ROI requests when necessary.

**Hours for this position are Monday – Friday, 2pm – 11pm EST**

TASKS AND RESPONSIBILITIES:

• This position will work 2^nd shift as a primary responsibility with responsibilities scheduled during evening hours to ensure continuous operations and support for team members and clients.
• Coordinate and manage scheduling of coverage for all clients in the 24/7 STAT program, ensuring adequate staffing across all shifts.
• Be available on-call for emergency coverage across all shifts available, responding promptly to urgent client needs
• Manage the STAT phone queue, answering calls efficiently and effectively.
• Take calls through the STAT phone queue.
• Function as a go-to person for Sr. Director and Director of Remote Solutions for reporting, analysis, special projects, and expertise.
• Oversee collection of data/metrics related to the Incentive programs for the RA and ROI service line units. Ensure data integrity, review anomalies and work with leaders to correct or update, analyze results and report out findings to staff, leaders and executive leader teams.
• Coordinate and facilitate recurring reporting of KPI metrics by operational unit. Consult with respective department leadership to assess reporting needs and develop reporting to match these needs. Continually evaluate procedures to monitor and analyze metric effectiveness. Update KPIs definitions and measurements as needed.
• Partner with interdepartmental dependencies to produce effective dashboard reporting tools including system-based reporting.
• Assist with proactively identifying procedural improvement areas, including SOP audits, and communicating findings with the leadership team.
• Provide recommendations from statistical analysis and knowledge of MRO’s business processes to replicate successes and address improvement opportunities. Present findings to various corporate leadership levels as needed.
• Lead by example, exhibit a positive and supportive attitude with commitment to teamwork and departmental success.
• Perform other duties as assigned.

SKILLS|EXPERIENCE:

• Proven call center experience
• Proven background, expertise, and technical acumen in key competencies of the position.
• Consistent and strong track record of reliability, dependability, and work ethic.
• College degree with preferred concentration on statistical, accounting, or similar disciplines.
• Proficient computer skills. Accurate data entry skills.
• Ability to work effectively and independently in high volume, high paced production environments.
• Experience in retrieving information from computer database is a must.
• Dependable, strong organizational skills, excellent verbal and written communication skills and attention to detail.
• Positive teamwork-oriented attitude.

This job function requires the ability to sit, while using a computer, for extended periods of time.