Supervisor Call Center - Digestive Health - Allegheny Center - Full Time

Highmark Health • Pittsburgh, PA

1d • Onsite

About The Position

Responsible for organizing and directing the daily activities within the call center operation. Supervise, train and guide call center agents to execute their tasks. Responsible for resolving problems and complaints. Monitor agents and supervise call center performance, as well as analyze reports. Prepare and develop schedules to control adequate staffing levels.

Requirements

• Associates Degree
• One year experience in call center supervisory role and/or three years call center service activities
• Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
• As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability and Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
• Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Responsibilities

• Supervise the daily activities of call center agents.
• Ensure compliance with organization's policies and procedures.
• Perform call monitoring, coaching, training, disciplining, and reviewing all center agents.
• Addresses, follows up and resolves customer (patients/practices) complaints and questions.
• Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job.
• Update Call Center databases.
• Prepare Call Center agent's schedules, monitor attendance and schedule breaks and shifts as necessary.
• Communicate solutions, successes and opportunities to the Manager.

What This Job Offers

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