Contact Center Supervisor

Schedule

Weekdays only; various 8hr shifts available

Qualifications

• Associate’s Degree preferred or 2 years equivalent work experience may substitute.
• Minimum one-year supervisory experience preferred.
• At least two years related experience required.

Responsibilities

• Responsible for interviewing, hiring, training, developing, advancing, and managing
• Build buy-in and commitment to promote employee support for tactical and strategic objectives initiatives
• Write and present performance reviews and monthly evaluations as directed by Manager/Director
• Manage and hold team accountable to meet performance objectives and ensure adherence to HIPAA and date/information security compliance protocols
• Hold weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
• Serve as an escalation point in the contact center enterprise, handling applicable calls and work proactively to resolve complex issues while exercising mature judgement
• Follow up on patient and physician complaints promptly
• Timely and accurately process the payroll needs of the department (i.e., timecards, edit sheets, and biweekly approval)

Benefits

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Pay

Salary Estimate: $45489.60 - $68244.80 / year