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SalaryPURPOSE AND SCOPE:
The Supervisor, Call Center Operations is responsible for maintaining the highest level of service for our members and providers by effectively managing the daily activities of Call Center Operations team, ensuring timely call response time, quality calls, and call volume metrics are met while fostering an atmosphere of teamwork and inclusion.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Supervises assigned team, including but not limited to the following responsibilities:
- interviews, selects, and trains employees;
- provides on-going coaching, mentoring, and development of employees, fostering an atmosphere of teamwork;
- establishes performance goals with employees and monitors progress with regard to achievement of those goals;
- plans, schedules and directs the work of employees; evaluates employees’ performance and productivity;
- takes disciplinary actions with employees as needed; addresses employee complaints and grievances; makes decisions or effective recommendations with regard to the hiring, firing, promotion and other status changes(stet)
- Manages service levels.
- Improves customer satisfaction and call quality by monitoring and coaching.
- Increases effectiveness of call monitoring by calibrating with the Quality Team.
- Utilizes reporting to manage improvements in individual, team and queue performance.
- Manages change through effective communication in support of change.
- Accepts change by demonstrating a positive attitude when change occurs.
- Takes calls and handles escalated customer issues as needed.
- Supports the Call Center by participating in cross-functional meetings to give input on improvement opportunities.
- Work collaboratively with external Team members located in Texas and Off-shore.
- Provide Up-Training of all Team Members to include external Team members, if needed.
- Supports and communicates business goals, quality standards, processes and procedures and policies.
- Administers motivational programs that include incentives, contests and team performance programs.
- Manages payroll of each individual team members.
- Enforces company protocols.
CUSTOMER SERVICE:
- Responsible for driving the HealthOps culture through values and customer service standards.
- 2+ years leadership experience in a Call Center environment.
- Accountable for outstanding customer service to all external and internal contacts.
- Develops and maintains positive relationships through effective and timely communication.
- Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
Desired Skills:
- 1-2 Years experience using Ring Central
- Moderate to advanced MS Office skills.
EXPERIENCE AND REQUIRED SKILLS:
- Strong leadership and problem-solving skills.
- Excellent oral and written communication skills including good grammar, voice and diction.
- Ability to read and interpret documents.
- Able to calculate figures and amounts.
- Proficient in MS Office with basic computer and keyboarding skills (40 WPM).
- Excellent organizational skills with the ability to prioritize and manage time efficiently and effectively.
EDUCATION:
- Associates Degree or equivalent experience required
- Minimum of one to three years Call Center experience required
- Experience in healthcare/hospital/HMO preferred
- An equivalent combination of education, training and experience.
