Call Center Supervisor

Job Description

Participating as a member of the Member and Provider Services Department Management Team, including strategy, budgeting, staffing projection and quality improvement.

Creating a culture within the Team of exceptional service to members and their providers, as well as transparency in reporting results, trends and issues to Senior Management and clients.

On an ongoing basis, monitoring the phone system and Team queues to ensure that service levels (i.e., percentage of call answered by a live operator in 45 seconds, average speed to answer, longest hold time and abandon rate) are met, and Team member production measured by number of calls handled and average length of call is reasonable based on each Team member’s experience.

During exceptionally busy times, supporting the remainder of the Team in meeting service levels by signing into a queue and handling calls.

Responsible for managing the Team’s staffing, including analysis of call patterns, service trends and attendance so that requires service levels are met.

Responsible for ensuring that any messages left for the Team or scheduled outbound calls occur within 1 working day of the message being left or the request for an outbound call.

Responsible for ensuring that Representatives take an active role in ensuring that any support requested from other Departments for Open calls is received, and the member or provider is provided with updates on progress toward resolving an issue.

Responsibility for ensuring that any correspondence received by the Team, including mail and electronic mail is answered within 1 working day. Any email issue noted as urgent should be responded to within 4 hours.

Assuming responsibility for expertise in all facets of the client being serviced by the Supervisor’s Team, including programs, plans, marketing organizations, contacts and relevant Policies and Procedures.

Working with PAS’ Documentation Coordinator and Trainer to ensure that reference materials for the Team’s client are accurate, up-to-date and designed in such a manner as to create efficiency in call resolution.

Within the Team, ensuring that appropriate lines of communication and standards for call escalation are established. This may include formal or informal designation of senior representatives or team leaders to support the remainder of the team.

Ensuring that all Team members understand the importance of privacy and accuracy in the information they provide, and work with Enterprise Risk Management (ERM) Auditors on any quality issues which emerge.

Act as a liaison with clients for escalation of service issues or program questions, establishing a strong working relationship and client trust.

Assists with the development of Policies and Procedures for the Member and Provider Services Department.

2 + employees in a growing department

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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A minimum of at least 2 years in a Supervisory role in an inbound Customer Service Center, servicing health insurance policies or benefits.

A minimum of at least 5 years working in an inbound Customer Service Center, including acting in the role of a Representative, Supervisor or Auditor/Trainer.

Strong organizational, interpersonal, and motivational skills.

Excellent written and verbal communication skills.

None

Proficiency using software programs such as MS Word, ACCESS, PowerPoint, Excel and Outlook n/a