Contact Center Supervisor
About The Position
The Contact Center Supervisor is responsible for the overall success of a team of Customer Service Representatives. The primary responsibility is to manage the day-to-day operations of a team of Call Center representatives. Act as the central point of contact for rep related escalations for both sites. Be responsible for planning, coaching, interviewing, employee development, answering inbound call and making outbound calls as needed, scheduling, training, site specific communication, and employee engagement and retention. Be available to work nights or weekends as required and open/close the facility as needed. Must be available to work on site 5 days a week with some flexibility for opening and/or closing the contact center.
Requirements
- Bachelor's degree or equivalent experience.
- PBM or healthcare experience preferred.
- Minimum 2 years Call Center and Leadership experience.
- Ability to lead people and leverage computerized systems to develop, measure and maintain team performance.
- Ability to use Word, Excel, PowerPoint, Outlook, and other Call Center technologies to perform day-to-day duties.
- Track record of success.
Nice To Haves
- PBM or healthcare experience preferred.
Responsibilities
- Manage the day-today activities of a team of Call Center Representatives.
- Provide timely and accurate communication to representatives across both sites and other internal and external channels.
- Coordinate work efforts for each program to meet service level agreements and contractual obligations.
- Ensure quality assurance, perform routine QA monitoring, scoring, feedback and reporting.
- Recruit, interview and collaborate with internal and external recruiting resources.
- Forecasting, planning, scheduling, coaching, employee engagement and retention.
- Provide support for escalated issues. Responsible for employee development, retention and engagement strategies.
- Provide ongoing training and ensure staff meets all company training requirements.
- Ensure customer service and management activities are done in a culturally competent manner.
- Perform ongoing maintenance and monitoring to ensure consistent team performance
Benefits
- Competitive salary
- Vacation and Sick/Personal Time
- Medical Insurance
- Hearing Program Discount
- Short- & Long-Term Disability Insurance
- Life Insurance
- Flexible Spending Account
- 401(k)
- Employee Referral Program
- Employee Recognition
- Tuition Reimbursement
- Professional Development Training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
