Supervisor, Contact Center
- Meet daily, monthly and annual performance objectives
- Monitor phone calls and provide coaching and feedback to customer service representatives
- Provide ongoing coaching and performance feedback
- Development of training and support documentation to ensure that all call center representatives are properly trained and prepared to service members
- Routine monitoring of call metrics such as Abandonment Rate, Average Speed of Answer, and Service Level
- Report on customer service metrics including call performance and customer satisfaction
- Periodic retraining of staff
- Ensure that customer service is provided in a culturally competent manner and that the language and cultural need of members is being met
- Assist in the development and implementation of customer satisfaction surveys and the subsequent interventions associated with their results
- Conduct Quality Assurance monitoring and scoring
- Provide support for escalated issues
- Respond timely to emails from internal and other departments via the Help Box
- Troubleshoot and resolve complex calls
- Answer inbound phone calls and/or make outbound phone calls as needed, including on the Help Line
- Maintain strong working relationship with co-workers and managers in support of a cohesive team atmosphere
- Be proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficiencies
- Coordinate, supervise and is accountable for the daily/weekly/monthly activities of a team members
- Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and Average Handle Time
- Coordinate work activities with other supervisors, managers, departments, etc.
- Identify and resolve operational problems using defined processes, expertise and judgment
- Provide coaching and feedback to team members, including formal corrective action
- Conduct annual performance reviews for team members
- Provide expertise and customer service support to members, customers, and/or providers
- Other duties as assigned
- Bachelor’s Degree or equivalent work experience is required
- Three years of call center experience, prefer three years of leadership experience in a call center environment
- Ability to provide oversight and lead team to meet day to day operational objectives
- Ability to create, edit and maintain documentation
- Ability to deliver training and employee feedback
- Ability to write business requirements
- Knowledge of Outlook, Excel and Word is required
- Knowledge of SharePoint and MS Teams is preferred
- Excellent written and oral communication skills are required
- Demonstrated ability to work in a fast-paced environment
- Flexible work schedule as needed to support night and weekend work
- Proven track record of reliability
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