Contact Center - Supervisor, Contact Center

Wellcove/CHCS-Services • Pensacola, FL

16h • Onsite

About The Position

Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.
Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.
This job is responsible for providing quality and efficient customer service in a call center environment through the daily management of a team. This includes hiring, motivating, recognizing, rewarding, coaching, counseling, training and problem solving. Additional responsibilities include assisting manager with development, analysis and implementation of staffing training.
Directly supervises and manages the Associates within the Call Center Department. The Supervisor will carry out supervisory responsibilities in accordance with the organizational policies/procedures and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems/issues.

Requirements

• Excellent oral, written and interpersonal communication skills
• Knowledge of Microsoft Office applications and telephone protocol
• Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment
• Dedication to providing exceptional customer service
• Proven leadership experience
• Ability to develop and motivate a team.
• Ability to provide and support company goals.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, and percentages.
• Ability to apply concepts of basic algebra.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• One year certificate from college or technical school; or one year to 18 months related experience and/or training; or equivalent combination of education and experience
• 3-5 years customer service experience required; preferably within a healthcare setting
• Excellent communication skills, both verbal and written are required.

Nice To Haves

• BA preferred

Responsibilities

• Provides daily directions and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Provide support for employees by providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their job.
• Respond to and resolve employee relations issues expressed by team members.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy.
• Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training.
• Work as a member/leader of special or on-going projects that are important to area/process improvement.
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
• Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
• Communicate with upper management regarding department or employee concerns.
• Complying with company regulations regarding HIPAA, confidentiality, and private health information.

Benefits

• Wellcove strives to create an inclusive culture for all.
• Understands the importance of listening and incorporating various perspectives at every level of service.
• Does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree