Supervisor, Customer Service

Salary Range: $87,798 - $131,697

The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

FLSA Status: Exempt

Department: Customer Service

Reports To: Manager, Customer Service

The Customer Service Supervisor supervises the day-to-day activities of the Customer Service Representatives (CSRs) and Transportation Coordinators. This position participates in projects and tasks to support Customer Service operations in a manner that provides service excellence, maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center key performance indicators.

• Supervise the day-to-day activities of the Call Center team including handling escalated calls from members and/or providers who wish to speak with a supervisor and availability to answer CSR questions and concerns throughout the day.
• Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks.
• Assist with the training of new hires and continued development of existing staff; work with management on updating and scheduling appropriate training sessions.
• Provide input and assistance on the development and maintenance of training documents and desktop resources that support Call Center operations.
• Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume.
• Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators.
• Provide feedback, coach and motivate CSRs.
• Regularly meet with management to report the progress of the Call Center team.
• Perform other related duties as required or assigned

• Recruiting, interviewing, and hiring.
• Developing a high performing department, culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives.
• Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining. This includes coaching to help increase skills, knowledge and (if applicable) improve performance.
• Setting goals and planning, assigning, and directing work consistent with said goals. This includes responding to employees’ needs, ensuring they have the necessary resources to do their work.
• Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.

• Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience. (R)
• Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity. (R)
• Proficient in adapting to changing situations and efficiently alternating focus between telephone and non-telephone tasks to support Customer Service Department operations as dictated by business needs. (R)
• Prior experience with managed care plans, Medi-Cal and Medicare programs, and working with underserved populations. (D)
• Ability to conduct all necessary research to accurately identify complex issues, and provide guidance to other Customer Service Representatives for resolution. (R)
• Spanish, Vietnamese, Chinese, or Tagalog language bi-lingual skills. (D)
• Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word and Excel. (R)
• Ability to use keyboard with moderate speed and high level of accuracy. (R)
• Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP Plan members and providers over the telephone, in person or in writing. (R)
• Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established time frames. (R)
• Ability to assume responsibility and exercise good judgment when making decisions…