Customer Service Supervisor
About The Position
The Non-Emergency Medical Transportation (NEMT) Customer Service Supervisor is responsible for the hiring, scheduling, and supervision of the Customer Service Center (call center) staff, under the direction of the NEMT Senior Manager. The NEMT Customer Service Supervisor team is responsible for ensuring the Customer Service Center meets contractual requirements under Hopelink’s contract with the Health Care Authority (HCA) for Medicaid transportation. The Customer Service Supervisor is a critical role, providing independent problem solving and a sense of ownership for the success of the team and of the call center.
Requirements
- A minimum of two years’ supervisory experience desired. Supervisory experience in a call center or high-volume customer service environment strongly preferred.
- Experience in staff scheduling, real time monitoring, coaching, and performance management of frontline staff.
- Possesses a forward thinking and process improvement mindset; strategic management experience.
- Self-starter with strong problem solving and de-escalation skills.
- Enjoys managing people.
- Client experience oriented.
- Flexible and adaptable.
- Experience and/or desire to work in a social service environment with people of diverse backgrounds, low-income families, elderly, and/or clients with disabilities.
- Ability to pass a criminal background check.
- This position is a Service Critical Employee with specific attendance requirements.
Nice To Haves
- Understanding of Medicaid, Medicare, and other similar programs and/or knowledge of transportation services available for disadvantaged populations desired.
Responsibilities
- Plans, organizes, coordinates, assigns, and supervises the work of Customer Service Center staff; prioritizes activities, monitors, and evaluates staff performance.
- Hires, onboards, trains, guides, coaches, identifies training needs, and supports individual professional development of Customer Service Representatives, Coordinators, and Assistants.
- Strategically evaluates processes and implements process improvements; evaluates the big picture when making decisions about process change.
- Model client-focused customer service, demonstrating empathy for both clients and coworkers.
- Evaluates and assesses Customer Service Center functions to ensure contractual and program goals are met or exceeded. Responsible for monthly reports and record-keeping related to the maintenance of the HCA contract, staffing, and performance.
- Participates as a member of Non-Emergency Medical Transportation (NEMT) Brokerage leadership team at Hopelink; helps ensure the successful operations of the transportation Brokerage.
- Works collaboratively with other Supervisors to build morale and increase retention in the Customer Service Center.
- Provides second level response to emergencies as they occur during daily operations, such as software problems, policy interpretation, or staffing issues.
Benefits
- Up to 10 paid vacation and sick days annually and 10 paid holidays,
- Plus up to 7 paid float days available to use immediately; dependent on hire date and hours/week
- Medical, Dental, and Vision benefits after 1 month waiting period
- Flexible Spending Accounts; 401k with Employer Match; Life, Disability & Accident coverage
- Wellness Program; Employee Resource Groups; Employee Assistance Program; Employee Discount Opportunities; Training Classes
- Internal Career Opportunities; Professional Development; Leadership Development; Career Path Coaching
- Annual Performance Reviews with Merit Increase Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
