Call Center Supervisor Jobs

The Contact Center Supervisor role is vital to the success of the Contact Center by ensuring that their direct reports deliver the highest quality service and verify that information is accurate, consistent, and delivered in a timely manner. The Contact Center Supervisor will lead and monitor daily operations and coach Member Enrollment Coordinators and Program Specialists to provide a high-quality service for, and support to, our members.

In this position, you will be responsible for overseeing the day-to-day operations, duties, and tasks of the contact center team they supervise. The Contact Center Supervisor will focus on daily operations & real-time monitoring, process improvement, and performance management.

Your role is vital to delivering high-quality service, which includes accuracy and consistency, to our members and clients in a timely manner.

Position Details

• Mon - Friday / Alternating Saturdays
• Equipment and hardware provided. Interviewing, orientation, and training are conducted virtually.
• United States- Remote/Telecommute

Responsibilities

• Real-time monitoring of reports & dashboards, attendance logs, and dashboards to

make intraday changes that ensure daily operations of the contact center are achieved.

• Manage timesheets for hourly staff on assigned team. Verify that all timesheets are accurate before submitting them to HR/Payroll and that deadlines for submitting timesheets are met.

• Ensure Contact Center staff understand and comply with all contact center objectives,

adhere to policies for attendance & performance standards, and follow established
procedures.

• Monitor and evaluate Contact Center staff’s performance, provide feedback and

coaching, and take corrective action when applicable.

• On-going review of procedures and collaborate with Contact Center Manager and

Associate Director to determine updates or changes needed to optimize performance of
staff Identify operational issues, analyze root cause, prepare possible improvements,
and share with Contact Center Manager and Associate Director.

• Motivate Contact Center staff, coach, and mentor staff for optimal contact center

performance.

• Prepare reports and analyze data on call times, abandon rates, hold times, SLAs, and

quality; collaborate with Contact Center Management and WFM to determine intra-day
or long-term changes needed to meet service goals.

• Analyze data from quality assurance (QA) to have a better understanding of the caller

experience and identify individual and team trends; determine issues preventing team
and individuals from achieving required quality scores and review corrective actions with
Contact Center Manager.

• Oversee the onboarding, training and continued education of the Call Center staff as

requested by the training department.

• Log in to phone system to take/make calls at least 8 hours per month to maintain skills

and identify issues that may be impacting the contact center team.

• Maintaining PrudentRx program skills & knowledge by completing at least eight (8) hours

a month of IB/OB call handling.

• Ensure compliance with regulatory agency guidelines and standards (HIPAA, PHI,

ETC.,)

• Complete all necessary continued learning and training requirements per department and company need.

• Other essential duties as assigned.

Supervisor Responsibilities

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Directly supervises over 15 employees within the Contact Center department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Work From Home Requirement

(25/25mp) to execute all job functions. Additionally, the employee must provide a private
workspace with a desk and chair, free from distraction.

Physical Demands and Working Conditions
Duties are performed primarily in a home office setting utilizing Company provided computer equipment. While performing the duties of this job, you will regularly sit and talk. The employee is frequently required to use their hands. Employee will occasionally be required to stand and walk.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

• Company Paid Life Insurance
• STD, LTD, Critical Illness and Accident
• Health
• Vision
• 401(k) 100% company match up to 4%
• Dental

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