CMS Supervisor

Job Details

Location:

1025 Bypass Rd, Winchester, KY 40391 (in-office)

Job Type: Full Time

Schedule:

Monday to Friday. Some weekend days may be required.

Number of openings: 1

• 11 Paid Holidays
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

The Call Center Supervisor provides supervision and leadership to Customer Service Representatives (CSR), with the goal of meeting program objectives and customer service level agreements. The Supervisor works with and directs employees regarding their position responsibilities and will ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. Provide support to CSR’s along with other staff.

Provide guidance, answer complex questions, and refer escalated situations to appropriate levels as needed.

• Strong leadership and coaching skills to develop high-performing teams.
• Expertise in handling high-risk transactions and ensuring regulatory compliance.
• Excellent communication skills and a solution-oriented mindset.

• Handling incoming and outgoing calls with patience, tact and courtesy.
• Attend training and meetings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to management when necessary and appropriate.
• Adhere to client-specific policies including, but not limited to, confidentiality and privacy.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on issues related to downtime and/or training issues.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Be respectful and courteous while working in a fast-paced work environment.
• Maintain a positive attitude about workloads and expectations.
• Prioritize workloads to ensure timeliness and quality standards are met.
• Responsible for review and approval of CSR timecards.

• Bachelor’s degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Ability to work effectively in a fast paced and dynamic environment.
• Strong organizational and time management skills.
• Successfully pass pre-employment (post offer) background check.

• Primarily, Sedentary work in a call center office environment.
• Requires the ability to operate a computer and other office equipment.

• Competitive salary and benefits package.
• Supportive work culture with career growth potential.

Information and Physical Security is the responsibility of every employee. In your position, you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there.

This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices are equal importance, never shadow your entry into a Strategic BPO Solutions facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management system accounts and equipment.

If you witness any security violation, you should immediately report it to management.

Work may require frequent weekend and evening work. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this position, physical presence in the workplace is essential.

The employee is…