Call Center Supervisor

Description:

Responsible for delivering exceptional service to customers, including open channels ofcommunication, prompt response to inquiries and requests, and timely, accurate results that meetclient specifications. Ensures that staff is properly trained and supervised in order to timely andaccurately execute processing needs in compliance with performance standards and regulatoryagencies.▪ Supervises on average, 12+ staff members, including interviewing and recommending candidates forhire, coaching and developing staff members, assigning and monitoring work in progress, evaluatingperformance, enforcing attendance & performance standards, administering employee correctiveaction, and making compensation recommendations. Models and cultivates staff behaviors thatachieve business success, including leadership skills, collaboration, accountability, and ownership.Ensures that staff members are aware of business plan objectives, individual accountabilities, and thecompetencies critical to successful job performance▪ Supervises assigned work group to achieve service commitments, including sustainable, measurable,accurate, reliable, and timely execution of service deliverables. Provides day-to-day leadership,including administering policies, business processes, quality standards, and performancemeasurement criteria. Sets high standards and encourages new ideas for improving organizationalperformance.▪ Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensuremutual success, supports new business. Participates as a member of cross functional workgroups,teams, and committees as assigned.MedImpact Position Description Company Confidential Page 2 of 4▪ Sets high standards and encourages new ideas for improving team performance. Takes informedrisks and remains open minded and flexible. Promotes continuous improvement by documentingprocesses, assigning roles & responsibilities, and measuring results. Seeks out and activelyparticipates in business initiatives that contribute to service excellence.▪ Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, andprocesses necessary to achieve business objectives.▪ Works with Call Center Manager and Director to implement strategic business work plan goals.▪ Maintains commitment to operational goals in the face of obstacles and collaborates with internalcustomers. Cultivates positive relationships with MedImpact customers through direct interaction andby achieving positive customer satisfaction results. Serves as a point of escalation for calls requiringa higher degree of expertise or discretion to resolve customer issues. Promptly responds to servicefailures, resolves issues, and escalates concerns as appropriate.

Skills:

Call Center Supervisor

Top Skills Details:

Call Center Supervisor

Additional Skills & Qualifications:

3+ years Call Center Supervisor healthcare preferred but not requiredtenure of at least 1 year in last 3 positions

Experience Level:

Expert Level

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.