Job Description

Position Purpose: The Contact Center Supervisor upholds and administers the Contact Center Department functions as set forth by the Contact Center Manager and oversees the daily calls and activities to ensure all member issues are resolved accurately, timely and are handled appropriately by Call Center Representatives.

  • Coach and counsel Contact Center Representatives
  • Monitor call volume and abandonment rate thru phone system
  • Present monthly reviews
  • Prepare annual performance appraisals as required
  • Prepare and present corrective actions as needed
  • Monitor calls for quality purposes
  • Prepare time edits for payroll, review paid time off request
  • Meet with Director on a regular basis to assess departmental operation and activities
  • Ensure new employees are adequately trained
  • Complete at least 2 quality monitors on each employee per month.
  • Accurate time keeping and payroll reporting

Education:

  • High School Diploma or GED equivalent
    Some college preferred

Years of Experience:

  • At least two (2) years customer relations / customer service background preferred
  • Previous healthcare experience preferred
  • At least two (2) years supervisory experience
  • At least two (2) years call center experience

Specialized Knowledge:

  • Proper customer service techniques
    Knowledge of health plans preferred

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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