Senior Health & Welfare Supervisor

*Sr. Health and Welfare Supervisor**Start Date:* December 12th.*Pay Range:* $90,000-$118,000 annual salary.*Location:* Concord, CA 94520.*Schedule:* Monday through Friday 8:00 am to 5:00 pm.*Job Description** Supervises call center leads, call center, and front desk representatives.* Holds 1:1 bi-weekly meetings with their staff, bi-weekly training for their staff, monthly leadmeetings, monthly team meetings, and monthly cross-functional lead meetings.* Ensures all staff within the department support and uphold the organization's Core Values: Trust,Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation andembodies the virtues of The Ideal Team Player-Humble, Hungry, and Smart.* Daily supervision of member call center staff: reporting of call center metrics, fulfillment ofindividual member requests, management of scripted and timely responses to email inbox andsecure message submissions which include website e-mail inquiries, updating of training materials,implementation of new processes or procedures in support of business needs, and development ofcall scripts as directed.* Tracks and updates daily individual and department Member Services phone and processingstatistics to manage quality assurance, employee performance, and work distribution.Performs quality monitoring of telephone conversations and call audit reviews, to include systemnotes and letters. Provides feedback, and coaching to staff as needed.* Performs monitoring of timeliness and quantity of calls taken to ensure department performance,quality, and member goals are met.* Recommends improvements to policies, standard operating procedures, and workflows to meetdepartment performance, quality, and member goals, and implements as directed.* Supervises staff and provides them with performance feedback, guidance, coaching, training,motivation, performance appraisals, and progressive discipline when warranted.* Enforce organization policies, Collectively Bargained Agreements, State Law, and Federal Law inmanaging non-exempt, collectively bargained employees.* Reviews and codes timecards to ensure they are completed timely, accurately, in accordance withoffice policies, Collectively Bargained Agreements, State Law, and Federal Law for non-exemptcollectively bargained employees.* Participates in the phone interview process for the hiring process, new employee orientation andtraining, ensures the timely development of performance appraisals, communicates jobexpectations, enforces policies and procedures, and performs coaching.* Communicates department-level quality assurance and improvement goals as well as individualrepresentative quality improvement goals and expectations.* Participates in data validation; coordinates and participates in the testing of upgrades andenhancements of the enterprise system software. Participates in creating testing scenarios to ensureupgraded programming matches Summary Plan Description language. Review of system upgradesor annual system workflows for efficiencies and quality.* Coordinates and communicates with vendors to troubleshoot and resolve member issues.* Coordinates staffing and work assignments with other Supervisors as necessary.* Responds to escalated calls from members, providers, and union representatives.* Responds to and resolves more complex or sensitive complaints/issues.*Company Information*Our client is a world class benefits administrator dedicated to serving their members.At the Trust Fund Office, every one of the staff is committed to providing efficient, responsive, and friendly service and accurate information to serve all of our constituencies: our Members, Dependents, Local Unions, Employers, and Service Providers.Thank for your consideration and please apply directly with an updated resume. Upon review of your application, you may receive a phone call from a TEKsystems recruiter to discuss the next steps in our hiring process!

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.