Customer Service Supervisor in Healthcare Industry wanted.
Summary: Leads and supervises telephone Customer Service Specialists and Team Leads who handle incoming and outgoing calls regarding workers’ compensation pharmacy benefits.
Department/Reports to: Product Management-Customer Service Center / Manager, Customer Service Operations.
Key Responsibilities: “To simplify complexities for each customer.”
1. Works with Operations Managers for the Customer Service Center, other departments, the Workforce Analyst and Customer Service Specialists, to evaluate the day-to-day operating effectiveness of the team and department by establishing, monitoring and implementing service and performance standards through training, coaching, retaining and evaluating specialists.
2. Serves as a point of escalation for calls/emails requiring a higher degree of expertise or discretion to resolve customer issues and ensures timely resolution.
3. Works with Customer Service Specialists to develop, support team and department goals as well as set expectations with specialists for key performance indicators while ensuring specialists are held accountable by assessing their performance through effective communications including meetings and one-on-one coaching sessions.
4. Works with Operations Managers in the Customer Service Center to complete specialized projects as assigned and to maintain good working relationships with other areas of the business.
Leadership/Supervisory Responsibilities:
Directly supervises 9-15 employees. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners.
Additional Responsibilities:
- Strategic Initiatives: Actively engages in driving strategic initiatives, and the related goals, to ensure the most optimal outcome.
- Communication: Effectively communicates using written, oral, non-verbal, and active listening skills. Has the ability to clearly present an idea or concept so others understand, lets others speak, and engages productively in difficult conversations while upholding our ethical values.
Qualifications/Education/Certifications:
High school diploma or general education degree (GED) plus four to six years related customer service experience; or equivalent combination of education and experience required. Experience must include a minimum of two years’ of team lead/leadership/supervisory-level experience, preferably within a call center.
Knowledge, Skills and Abilities:
•Intermediate to advanced knowledge of MS Office applications, including a strong knowledge of Excel. Prior experience with Avaya, ACD reporting, scheduling and forecasting is desirable.
•Superior analytical, staffing and technical skills required to interpret and analyze system data. Excellent communication and organizational skills, ability to meet deadlines and complete tasks with minimal supervision.
•Flexibility with work schedule required (7 day operation, day or evening shift). Travel is required approximately 10% of the time. In emergency situations that do not allow employees to travel to the office, this person must have ability to work from home on a laptop that includes internet connectivity.
•Prior experience interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems is highly preferred.
•Must be able to type a minimum of 35wpm and have the ability to multi-task moving from multiple screens on dual monitors.
Core Competencies:
- Action Orientation
- Customer Engagement
- Flexibility
- Interpersonal Effectiveness
- Character
- Results Focused
- Collaboration
- Self-Management
- Decision Making
Full time position.
Competitive Compensation.
If interested, please contact Karen Hohman at [email protected].
