Call Center Supervisor - Must Live In Ca!

Position: Call Center Supervisor

Salary: $25/hr

Location: Fully Remote but Must live in California

As a Call Center Supervisor , you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Our client empowers you to help clients deliver better health and human services outcomes using innovative technology and solutions, enabling you to design your career for growth, new possibilities, and refinement of your valuable skills.

Your role in our mission

Our client empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining, you will:

• Build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations.
• Establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, AHT, APT, Occupancy, Utilization, Quality scores, etc.) to ensure employee engagement while maintaining client satisfaction.
• Participate in client-related activities, including project planning and client calibration sessions; ensure employee adherence to company, client, and regulatory policies.
• Work with employees and operational leaders to achieve Client Service Level Agreements (SLAs); serve as a point of escalation and support team members by handling escalated calls and customer inquiries.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

What we're looking for

• 4 or more years of supervisory experience and healthcare, healthcare technology and delivery, or MMIS business process outsourcing.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of two or more MMIS business operational areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred.
• Strong analytical and problem-solving skills to interpret and effectively utilize data to support your team.
• Strong written and oral communication skills to work effectively with team members, customers, and clients.
• Ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.
• What you should expect in this role
• Fully remote position with the opportunity to work anywhere within the California.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Location:

• San Francisco, CA (Required)

Work Location: Remote