Call Center Supervisor

CorVel Career Site•Phoenix, AZ

2d•$20 - $29•Remote

About The Position

The Call Center Supervisor is responsible for managing daily production of one or multiple teams. The role includes the following functions: provide coaching to individual agents, facilitate team meetings, assist with queue when there is high volume spikes or staffing issues, track attendance and inform managers of trends, do research on delayed or missing requests sent to the team, identify process gaps and make recommendations, provide weekly reports and end of month scorecards to agents and end of year reviews. This role interacts with account managers as needed. At times, the Call Center Supervisor is expected to help support weekend coverage during high volume times, staffing or system issues, and other reasons that impact the department's SLA. This role requires internet upload and download speeds of at least 80Mbps. ESSENTIAL FUNCTIONS & RESPONSIBILITIES: Direct a designated group of employees in their day-to-day operations Responsible for quality of service provided Manage daily service levels and Service Now queue Conduct training for new employees and/or implementing protocols as they change and sending those changes out to the units Listen to agent calls on a daily basis, both live and recorded Document weekly QA audits (2 per agent each week) Meet regularly with agents to coach, develop, and discuss recent, impactful topics Stay up to date with Lessonly modules and grade agent lessons Proactively inform manager on any potential risk, complaints, or SLA issues Attend mandatory supervisor meetings and calibrations May perform managerial responsibilities in managers’ absence May perform daily, weekly, monthly reviews of various reports, invoices, logs and expenses Additional duties as assigned KNOWLEDGE & SKILLS: General knowledge of Group Health, Workers Compensation, Auto and General Liability Excellent written and verbal communication skills Clear understanding of KPI’s for back-office teams Exceptional attention to detail Ability to meet deadlines Ability to adapt and work a flexible schedule if business needs change Solid Microsoft Office skills Ability to make sound business decisions independently EDUCATION & EXPERIENCE: Minimum of High school diploma or equivalent 2+ years of customer service experience in a leadership role working in Call Center Prior supervisory/leadership experience 2+ years college education preferred PAY RANGE: CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time. For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process. Pay Range: $19.62 - $29.39 per hour A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first. About CorVel: CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!). A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off. CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. #LI-Remote

Requirements

General knowledge of Group Health, Workers Compensation, Auto and General Liability
Excellent written and verbal communication skills
Clear understanding of KPI’s for back-office teams
Exceptional attention to detail
Ability to meet deadlines
Ability to adapt and work a flexible schedule if business needs change
Solid Microsoft Office skills
Ability to make sound business decisions independently
Minimum of High school diploma or equivalent
2+ years of customer service experience in a leadership role working in Call Center
Prior supervisory/leadership experience
This role requires internet upload and download speeds of at least 80Mbps

Nice To Haves

2+ years college education preferred

Responsibilities

Direct a designated group of employees in their day-to-day operations
Responsible for quality of service provided
Manage daily service levels and Service Now queue
Conduct training for new employees and/or implementing protocols as they change and sending those changes out to the units
Listen to agent calls on a daily basis, both live and recorded
Document weekly QA audits (2 per agent each week)
Meet regularly with agents to coach, develop, and discuss recent, impactful topics
Stay up to date with Lessonly modules and grade agent lessons
Proactively inform manager on any potential risk, complaints, or SLA issues
Attend mandatory supervisor meetings and calibrations
May perform managerial responsibilities in managers’ absence
May perform daily, weekly, monthly reviews of various reports, invoices, logs and expenses
Additional duties as assigned