Contact Center Supervisor

JOB SUMMARY :The CONTACT CENTER SUPERVISOR should be experienced in a Health Care / Plan and Customer Service Center professional. Individual should possess extensive knowledge of health insurance. Experience in working on projects; assisting staff, ad hoc support to other areas as needed. Exhibits leadership qualities.Customer Service Supervisor:The Customer Service Center Supervisor will provide direct oversight of the Customer Service Center Representatives as they answer questions and handle complaints of customers to ensure that department performance requirements are met. They will coordinate with the Customer Service Center Coaches to develop and foster a highly effective team, ensuring that established goals and standards are met, manages daily workload to uphold productivity levels, quality outcomes, performance guarantees, timeliness, and customer satisfaction metrics. Works with other departments to address complex issues for an appropriate resolution. Assist in process improvement initiatives.MINIMUM QUALIFICATIONS:Education/Specialized Training/Licensure:H.S. Diploma Associates degree preferred.Work Experience (Years and Area):Three years of experience with health insurance, managed care, or other related experience required. Preferred knowledge of Contact Center operations.Management Experience:Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.Exhibits leadership qualities.Preferred knowledge of Contact Center operations.Software Proficiencies:Microsoft Word/Excel/PowerPoint required.JOB SPECIFICATIONS:Customer Service Supervisor:Essential FunctionsExhibits leadership qualitiesAssisting StaffProjectsMarginal FunctionsAd hoc support to other areas as needed1:1s and Team HuddlesResponsible for facilitating huddles with the staff regularly to provide departmental updates or changesResponsible for providing timely feedback to staff on performance and other areas of measurementStaff Observations/AuditsResponsible for observing staff to ensure compliance with processes and workflowsResponsible for auditing quality evaluation forms, coaching plans, calibration summaries, and other documents as neededCall CalibrationsSchedule and lead Call Quality Assurance Monitoring Calibration sessions with Service Quality Coordinators and Lines of Business as neededIdentify areas of opportunities due to variances in grading by Service Quality Coordinators and other stakeholdersTrack and report calibration sessions to determine trends and variances in grading. Report findings to the Customer Service Manager and other Department LeadersNestingResponsible for creating Nesting calendar and assigning Performance Improvement Specialists to provide support during those datesResponsible for compiling observations from Performance Improvement Specialists and reporting to Leadership of the Lines of BusinessAssigns new agents in nesting to a Performance Improvement Specialist and Service Quality Coordinator for auditing and coaching purposesMarginal FunctionsInterviewing and Hiring New StaffUpdating QA Forms/GuidesOther Similar/related duties as assigned per the business needs

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