Customer Service Call Center Supervisor Jobs

Communicating regularly with field managers regarding potential and existing client scheduling

Display superior customer service skills

Superior knowledge of the Client Coordinator role

Display exceptional communication skills, both written and verbal

To be considered for this opportunity, candidates must meet all the following requirements:

Development of the team and quality control resulting in conversion success.

Collaborates with Operations Manager to ensure all staff are appropriately trained.

Bachelor’s Degree or three-five years of related supervisory experience.

Proven problem-solving skills, identifying root cause and solutions through a high level of critical thinking.

Proven effective and professional oral and written communication skills with various levels of audience.

Working knowledge of Microsoft Word, Excel, Outlook and the internet.

Prior experience as a subject matter expert for policies and procedures highly desired.

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

Effective leadership and analytical skills, including working knowledge of workforce

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

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

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

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

Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree

Minimum of two (2) years of experience in a call center environment required

Ability to manage a high level of confidentiality

Excellent organizational, written, and verbal communication skills

Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources

Develop work schedules and assign duties to direct report personnel to ensure efficiency

Bachelors Degree or 4+ years of management experience preferred

Develop and execute coaching plans based on employee need and as directed by upper management

Excellent written and verbal communications skills

Dynamic personality with a focus on customer service and motivational skills

Flexible scheduling to cover morning, evening, and weekend shift requirements

Here’s just some of what we have to offer:

Achieving results through knowledge, empathy, and commitment.

Have College degree or equivalent work experience.

Display minimum of two years’ call center experience in a leadership role.

Exhibit customer service skills including call center client processes and procedures.

Have excellent team coaching, training, facilitation, and developmental skills.

Show analytical and interpretive skills.

Minimum knowledge, skills and abilities required of the position

Minimum education and experience required of the position

Previous supervisory experience in Customer Service environment preferred.

Handle escalated calls, working directly with internal and external customers

Complete administrative task involving agents, i.e., schedules, time sheets, vacation, etc.

Ensure company's compliance with governmental laws and/or regulatory agency rules.

Excellent management and supervisory skills.

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

Excellent verbal and written communication skills.

Extensive knowledge of customer service procedures and principles.

At least three years of customer service experience required.

Associate degree or equivalent combination of education, technical training, or work experience considered in lieu of degree

Minimum of 2 years of experience in a call center environment required

Ability to manage a high level of confidentiality

Excellent organizational, written, and verbal communication skills

Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

Ensure compliance with company wage and hour policy, including ensuring non-exempt employees get rest and meal breaks

Manage every call by accurately resolving the issue, demonstrating compassion, meeting compliance requirements, and ensuring a hassle-free experience for our members

Educate patient members about their pharmacy benefits and serve as a patient advocate to help them source necessary medications they need

Active listening, conversational speaking skills, with a high degree of empathy

Self-starter with the ability to multitask, prioritize and manage time effectively

Excellent verbal and written communication skills

Demonstrate problem-solving skills, information gathering, research, alternatives analysis, applying creative solutions to unique and/or immediate issues

Min. 3 years of supervisory/management experience required.

Excellent people management and supervisory skills; Ability to effectively coach and mentor customer service representatives.

Monitor the time management, mood and morale of team members.

Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.

Previous experience in a call-center or high-volume customer support role preferred.

Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.

May be managing local and remote team members

Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)

Experience managing employee performance including coaching to call center metrics

Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude,etc.)

Experience with support channels including telephone, email, and chat

Excellent verbal and written communication skills

Management Days in addition to Vacation and Sick time

This Job Classification Qualifies For Additional Benefits Such As

Job Requirements & Work Environment

Title I of the Americans with Disabilities Act (ADA)

How To Apply/ Veteran Information

AN EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND AFFIRMATIVE ACTION EMPLOYER

Assures that daily performance measures are available and effectively utilizes this information to manage the work force for continuous improvement

Six months prior leadership experience

One-year prior call center or customer service-related experience preferred

Monitors and documents incoming telephone calls and fulfillment activity and provides continuous feedback to staff

Coordinates with other units or divisions as necessary to resolve issues

Ensures compliance with state and federal laws, rules and guidelines, and policies and procedures

Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Education: High school graduate or equivalent required. Bachelor's degree, in Administration, Healthcare, or related field preferred.

Special Training, Certification or Licensure: None

Voluntary Benefits, like Accident Insurance, Critical Care and Hospital Indemnity

Develops and supervises the orientation program for new Call Center employees.

Develops, arranges, implements staff’s schedules for maximum efficient and effective coverage and serves as a backup for coverage.

Ability to clearly articulate processes and procedures to all staff and management personnel.

Ability to communicate, interact, and work effectively and cooperatively with all levels of staff and management teams.

Subject matter expert for benefit plan and claims processing.

3 years with complex service computer systems (ex. OSCAR, INSING) and inquiry/benefits and handling of phone, written or web inquires

Knowledge of multiple processing systems and workflows.

Knowledge of various telephone or call center systems.

In-field experience in the job duties described may be considered as equivalent substitute for educational requirements.

Required Education and/or Work Experience

Preferred Education and/or Work Experience

Performs all other related duties as instructed by supervisor/manager.

Good working knowledge of applicable Federal, State and Country regulations and Company policies and procedures impacting this activity.

Working experience in a Union environment.

Keep management informed on issues and challenges

Proven experience as a call center supervisor or similar supervisory position

Experience in customer service is essential

Working knowledge of MS Office

Outstanding communication and negotiation ion skills

Excellent organizational and leadership skills

Bachelor's degree (B. A.) from four-year college or university; or 8+ years related experience and/or training;

5 + years of supervisory experience in a corporate office setting.

Competitive benefit package including health, dental, disability, life, and voluntary insurance options

Financial support for continuing education

Lead day-to-day communications and process changes with regional business, external and internal customers, operations leaders, and business unit supply chain leaders.

Day to day supervision of the team using key performance indicators and performance metrics.

Required Knowledge, Skill And Abilities

Facilitator certification with one of the leading Customer Service Skills Companies preferred

Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met

Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience

Manages staffing levels and performance to ensure corporate objectives are met

Analyzes ongoing processes and recommends solutions to improve overall customer experience