CMS Supervisor

Coast Professional • Winchester, KY

5d • Onsite

About The Position

The Call Center Supervisor provides supervision and leadership to Customer Service Representatives (CSR), with the goal of meeting program objectives and customer service level agreements. The Supervisor works with and directs employees regarding their position responsibilities and will ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. Provide support to CSR’s along with other staff. Provide guidance, answer complex questions, and refer escalated situations to appropriate levels as needed.

Requirements

• Bachelor’s degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Ability to work effectively in a fast paced and dynamic environment.
• Strong organizational and time management skills.
• Successfully pass pre-employment (post offer) background check.

Nice To Haves

• Strong leadership and coaching skills to develop high-performing teams.
• Expertise in handling high-risk transactions and ensuring regulatory compliance.
• Excellent communication skills and a solution-oriented mindset.

Responsibilities

• Handling incoming and outgoing calls with patience, tact and courtesy.
• Attend training and meetings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to management when necessary and appropriate.
• Adhere to client-specific policies including, but not limited to, confidentiality and privacy.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on issues related to downtime and/or training issues.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Be respectful and courteous while working in a fast-paced work environment.
• Maintain a positive attitude about workloads and expectations.
• Prioritize workloads to ensure timeliness and quality standards are met.
• Responsible for review and approval of CSR timecards.

Benefits

• 11 Paid Holidays
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager