Education:

High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.

Experience:

2+ years experience in customer service, call center or related field, including 1 year in management.  Healthcare Industry Preferred

Mandatory Skills:

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform teams processes across functions within the organization.

• Ability to understand basic data and take appropriate action.

• Ability to drive individual and teams efficiency and productivity through effective and efficient metric management.

• Ability to coach, train, and motivate employees and evaluate their performance.

• Ability to strategically lead and develop team towards improved performance.

• Ability to delegate and manage work loads and projects across functions within the organization.

• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.

• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

• Advanced customer focus and customer service skills

Preferred Skills :

Basic financial analysis (cost-effectiveness, cost-benefit etc.)

Roles & Responsibilities:

• Provide day-to-day leadership, coaching and development support to direct reports (Sr. Supervisors).

• Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels/ line adherence. 

• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis.  Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.  

• Oversee necessary enhancements to client programs or servicing therein.  This may include areas such as staffing, training, attendance and quality.  

• Work closely with Account Management and Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability.  

• Responsible for service quality for all work performed by his/ her employees.  

• Participate in client visits and roundtables to provide input on program performance or new programs being offered.

• Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.

• Provide growth development opportunities.

• Promote teamwork and cooperative effort.  

• Help train and provide guidance to other Supervisors, Sr. Supervisors and CSRs within the organization. 

• Maintain a clean, safe, and unobstructed work area, and practice good safety habits. 

• Provide internal and external customers with the highest quality service

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.