Supervisor, Operations - Licensed Seasonal

ResultsCX•Norristown, PA

5d•Onsite

About The Position

The Supervisor, Operations - Licensed Seasonal provides world-class support to licensed healthcare call center agents and healthcare clients’ customers while driving performance targets. The role supports and develops representatives through coaching in call center performance, customer service, technology, and professional development. The supervisor manages a team of 10 or more licensed healthcare agents, supports team morale and the working environment, and ensures agents have the equipment, reference materials, and knowledge needed to perform their work.

Requirements

Resident insurance license in hand, with continuing education completed.
Consistent attendance and punctuality.
Experience as a mentor.
Ability to exceed KPIs.
Proficient knowledge of an inbound contact center environment.
Excellent phone and customer service skills, with analytical and troubleshooting expertise.
Solid verbal and written communication skills.
Ability to multitask and handle escalated calls and upset customers professionally and courteously.
Flexible schedule.
Ability to develop and motivate a team.
Strong listening, probing, negotiation, and de-escalation skills.

Responsibilities

Directly manage a team of 10 or more licensed healthcare agents, including providing significant input on hiring, appropriate discipline, discharge, and accurate payroll documentation inputs.
Identify and prioritize agent development areas and provide coaching.
Document account resolutions, issues, and general notes.
Assist agents with functionality and basic troubleshooting of product or account issues for customers.
Maintain performance levels required by the client.
Maintain current product and procedural knowledge by acting on information shared through email updates, team meetings, training, and other briefings.
Use motivational techniques to promote team building and improve team and call center morale.
Help maintain a positive team and working environment.
Multitask while listening, entering data, probing, and providing solutions to agents.
Ensure agent reference materials are up to date.
Undertake general duties or additional tasks as business needs require.
Conduct mandatory phone call monitoring and desk-side coaching to ensure agents provide the required level of customer service.
Ensure agents have working equipment and the items needed to do their jobs.