Supervisor Customer Service

Overview

Job Summary: The Customer Service Supervisor will provide employees with leadership, training and coaching for interactions via phone and other means of contact. This role will have a clear understanding of people and performance management, and business processes along with a thorough understanding of customer needs. This position will motivate team members to provide the best possible service. The Supervisor will drive to improve workflows, reduce friction and eliminate service inefficiencies to drive sustainable improvements that ensure a consistent, unified approach to the customer experience.

• Manage a team of Customer Service positions at multiple levels and functions; provide direction for day-to-day operations for the call and response operations. Act as a visible, approachable subject matter expert interacting regularly with each team member.
• Monitor email and inbound/outbound call volumes, communication channels, queues and KPIs to identify trends and to allocate resources appropriately. Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts.
• Analyze and report operational metric data and recommend procedures to ensure customer satisfaction and improve performance.
• Create, edit, and clearly communicate documentation, procedures and job aids to serve as accessible resource material. Participate in development and delivery of solutions that improve the end-to-end customer journey.
• Ensure team members are knowledgeable and compliant with departmental procedures; provide initial and ongoing training.
• Conduct feedback sessions at least monthly to review metrics, performance and quality based on monitoring of calls, mailboxes and interactions.
• Participate in hiring and training of team members. Introduce and onboard new staff members.
• Host team meetings to review performance, company initiatives and departmental goals.
• Support and contribute to a culture of accountability, engagement and customer-first behaviors.
• Motivate and encourage direct reports through positive communication, regular, direct feedback, reward and recognition. Coach and correct as needed.
• Handle escalated issues and guide team members through difficult interactions to resolution.
• May assist with direction of escalation teams/function ensuring teams understand criteria and ownership. Confirm that escalations are resolved with accuracy, timeliness and alignment with policy, service standards and customer expectations.

• Associates degree or equivalent experience. Bachelor degree preferred.
• 3 years of experience in a supervisory role in a call center, preferably in insurance, healthcare, healthcare TPA or similar regulated service environment role where HIPAA and HITECH standards are utilized.
• Strong understanding of agent monitoring software, call center metrics, workforce concepts, and quality programs.
• Working knowledge of claims, claims processing and health insurance helpful.
• Working knowledge of Genesys preferred or similar contact center platforms.
• Experience with benefit administration platforms such as Javelina preferred.
• Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers.
• Support shifts that range from 8 am – 8 pm; later hours will be required.
• Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
• Ability to use a computer with expert keyboard and navigation skills and to learn new programs.
• Communicate clearly and professionally with internal and external customers.
• Work effectively as part of a team to achieve established outcomes. Understand others’ roles and empower one another to be successful. Demonstrate collaborative interaction with peers to reach a common goal.
• Demonstrate accuracy and thoroughness; monitor work to ensure quality.
• Maintain confidentiality and discretion.
• Identify and resolve problems in a timely manner, gather and analyze information skillfully.
• Teach, coach, and counsel associates by effectively communicating and providing follow-up.
• Open to others’ ideas and exhibit willingness to try new things.
• Prioritize and…