Job Title

Who We Are: Platinum Dermatology Partners is a network of high-quality dermatology clinics that focus on collaborative and innovative ideas to drive growth. We offer general dermatology, cosmetic, medical, plastic surgery, and cancer screening treatments. We have over 120 clinics, over 350 providers, and more than 2200 employees in clinics across Texas, Arizona, California, Nevada, and Florida. We are a rapidly growing company that allows our doctors to focus on providing exceptional care without worrying about the operational side of the business. Our core values focus on collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology. Company Conformance Statements: In the performance of their respective tasks and duties, all employees are expected to conform to the following: * Perform quality work within deadlines with or without direct supervision. * Interact professionally with other employees, customers, and suppliers. * Work effectively as a team contributor on all assignments. * Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Position Summary: The Call Center Supervisor is responsible for overseeing daily operations of the pathology and scheduling queues, ensuring high-quality patient service, and maintaining team productivity. This role provides leadership, performance monitoring, and coaching to staff while ensuring key performance indicators (KPIs) and scheduling goals are met. Responsibilities: Team Leadership/ Pathology oversight * Oversee daily Pathology Queue volumes and overall call center workflow. * Monitor inbound and outbound calls to ensure quality, professionalism, and adherence to standards. * Provide real-time support to team members when assistance is needed. * Foster a positive and supportive work environment through active listening and constructive feedback. * Motivate and recognize outstanding performance. * Address patient concerns, complaints, and escalated calls as needed. * Monitor staff attendance, tardiness, breaks, lunches, and pause times. Performance Monitoring & KPIs: * Track and communicate team production metrics including: * Call volume * Scheduling volume * Calls waiting * Abandonment rate * Average talk time * Run weekly performance incentives. * Monitor overtime (OT); obtain Director approval prior to authorization. * Continuously evaluate queue performance and identify improvement opportunities. Scheduling & Operational Management: * Review provider schedules daily and identify scheduling opportunities. * Proactively plan at least five (5) days in advance to ensure schedules are optimized and filled. * Communicate scheduling opportunities clearly and consistently to staff.