Supervisor, Ops - Onsite Pittsburgh

CCS•Pittsburgh, PA

18h•Onsite

About The Position

This position is on-site at our Pittsburgh location. The Supervisor must maintain a high level of proficiency in all departmental processes and job functions. Expectations include employee supervision, cost containment, employee performance management including coaching, motivating and managing the team on how to deliver the best customer service possible to meet/exceed productivity and quality metrics.

Requirements

High School Diploma or (GED) equivalent and 3+ years of related experience (preferably in a call center environment) or the equivalent combination of education and experience.
A minimum of one year of prior supervisory experience is required.
Proficient with various Microsoft Office software such as Word, Excel and PowerPoint
Uses appropriate methods and a flexible interpersonal style to help build a cohesive team
Keeps the organization's vision and values at the forefront of employee decision making and actions
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions
Maintains effectiveness when experiencing major changes in work responsibilities or environment
Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities
Effectively meets and exceeds customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty
Treats others with respect and fairness
Independently initiates prompt action in identifying and responding to problems and accomplishing objectives
Demonstrates organizational values through job performance, work attitude, and behaviors

Nice To Haves

An Associate’s Degree (AA) from a two year college is a plus.

Responsibilities

Communicates and implements company work rules, performance standards, and departmental processes
Facilitates employee reviews, discipline, counseling and policy application
Provides direction/performs training and development within the team/department
Compiles and processes requested team/department metrics
Approve/manage the time and attendance system to ensure adherence to schedules and to ensure appropriate staffing levels are met
Handles escalated issues/calls as needed from Team Leads
Proficiently communicates both written and verbal formats with internal and external customers
Maintains a high degree of confidentiality at all times due to access to sensitive information
Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
Abides by all regulations, policies, procedures and standards
Exercises appropriate cost control measures
Maintains positive internal and external customer service relationships
Maintains open lines of communication
Plans and organizes work effectively and ensures its completion
Meets all productivity requirements
Demonstrates team behavior and promotes a team-oriented environment
Actively participates in Continuous Quality Improvement
Represents the organization professionally at all times