Member Contact Call Center Supervisor

Arizona Department of Administration•Phoenix, AZ

About The Position

This position supervises the daily activities of a high performing team of individuals who manage incoming agency calls and adhere to DMPS values, commit to AMS initiatives and handle personnel issues. Major duties and responsibilities include but are not limited to: • Supervise a team who handle the incoming agency calls from customers, members, assistors, and providers. • Complete required evaluations & monthly conferences. Review metrics reports from Cognos. Monitor all performance measures (timeliness, quality, attendance & productivity). Live monitoring and quality assurance of calls. Address work performance issues & resolve through creating & administering employee actions & action plans. • Participate in the hiring process. Train and develop agents as needed which includes new hires and refreshers. • Research, design, prepare & update AHCCCS statistical reports, special projects, surveys and/or prepare other documents as requested. Review & analyze various management reports, including InvGate ticketing system. Take initiative to problem solve & anticipate section needs. • Answer questions regarding AHCCCS eligibility policy, interprets, communicates & applies these policies to a variety of scenarios, including presentations, reports & system testing. Work with escalated customer situation calls. • Attend & participate in meetings & training. Promote teamwork & cooperation. Actively participate in & lead AMS activities. • This position will provide support to management in the absence of fellow OCARE leadership.

Requirements

AHCCCS Policies and Procedures.
Arizona Department of Administration Personnel Rules, policies, and procedures.
Customer Service Techniques.
Supervisory principles and techniques.
Performance Management.
Problem solving and time management techniques. Principles and practices of office and time management.
Medicaid eligibility, enrollment and systems, processes, policies and hierarchy.
Research and verification techniques.
Call center operations and standards.
Document processing to include faxes, imaging and mail.
Arizona Management System (AMS).
Supervising and leading individuals and teams.
Oral, written and interpersonal communications.
Team building.
Creating and maintaining an engaged workforce.
Problem solving.
Record keeping and the ability to collect, summarize and analyze data to prepare reports.
Strong organizational and time management skills.
Workflow management.
Verbal communication one-on-one and small groups.
Writing in correspondence and reports.
Strong organizational and time management skills.
Supervisory skills.
Word processing, spreadsheet, presentation desktop applications or similar, SharePoint.
Direct subordinates and determine work assignments. Coordinate and assign work.
Collect, summarize and analyze data.
Communicate effectively, both orally and in writing with staff and customers.
Meet department work standards and expectations.
Problem solve.
To work alone, self-direct him/herself, and work in small groups of diverse individuals.
Research, analyze, interpret data and present data in easy to understand formats.
Multi-task.
Arizona Driver's License
Three years of experience in a multi-functional customer service environment.

Nice To Haves

Bilingual (Spanish) a plus.

Responsibilities

Supervise a team who handle the incoming agency calls from customers, members, assistors, and providers.
Complete required evaluations & monthly conferences.
Review metrics reports from Cognos.
Monitor all performance measures (timeliness, quality, attendance & productivity).
Live monitoring and quality assurance of calls.
Address work performance issues & resolve through creating & administering employee actions & action plans.
Participate in the hiring process.
Train and develop agents as needed which includes new hires and refreshers.
Research, design, prepare & update AHCCCS statistical reports, special projects, surveys and/or prepare other documents as requested.
Review & analyze various management reports, including InvGate ticketing system.
Take initiative to problem solve & anticipate section needs.
Answer questions regarding AHCCCS eligibility policy, interprets, communicates & applies these policies to a variety of scenarios, including presentations, reports & system testing.
Work with escalated customer situation calls.
Attend & participate in meetings & training.
Promote teamwork & cooperation.
Actively participate in & lead AMS activities.
This position will provide support to management in the absence of fellow OCARE leadership.

Benefits

10 paid holidays per year
Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Other Leaves - Bereavement, civic duty, and military.
A top-ranked retirement program with lifetime pension benefits
A robust and affordable insurance plan, including medical, dental, life, and disability insurance
Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
RideShare and Public Transit Subsidy
A variety of learning and career development opportunities

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume