Supervisor, Customer Service_OPS

About the role

The Customer Service Supervisor oversees the duties of the customer service staff and leads the team by example. They are responsible for motivating staff to achieve business goals, providing feedback to the Customer Service Management team, handling escalated phone calls, directing processes, and coaching Customer Service Associates.

Responsibilities

• Aid in the planning and implementation of call center strategy
• Hire and onboard new call center employees
• Maintain a friendly and motivating work environment
• Ensure adherence to company policies and procedures, including schedule adherence and timecard maintenance
• Inform the management team of recurring issues and problems
• Prepare client-ready and departmental reports
• Formulate targets for individuals and teams
• Answer questions from staff and provide guidance and feedback
• Coach and develop Customer Service Associates
• Provide recommendations for improvement to call flow, scripting, and training
• Collaborate with the Quality Department to identify areas of development for Customer Service Associates not meeting QA standards and those needing coaching
• Handle phone interactions with members, providers, and other external and internal constituents
• Complete other duties as assigned to deliver excellent customer service

Requirements

• High School Diploma or equivalent
• Bachelor’s degree in business or equivalent work experience preferred
• Minimum three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience required, including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficiency in Microsoft Office
• Experience in the vision insurance industry is preferred

Qualifications

• Compliance with HIPAA and security requirements
• Ability to protect covered information and maintain confidentiality

Skills

• Customer-centric
• Strong communication and written skills
• Team leadership and coaching abilities
• Problem-solving and process improvement skills

Benefits

• Comprehensive Total Rewards package including health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents
• Opportunities for advancement and development throughout all stages of your career

Pay

Competitive salary based on experience and qualifications

Schedule

Flexible schedule to accommodate the needs of the position and the customer service team