Supervisor

Telemedik

13d•Onsite

About The Position

The Call Center Supervisor provides supervision primarily to the Customer Service Representative team. The Supervisor is responsible for the implementation of training and development programs, quality indicators and performance evaluations for all the personnel under his/her supervision.

Requirements

Bachelor’s degree in Business, Social Sciences or Health Services
Minimum of one (1) year of experience in supervision
Two (2) years of experience as Customer Service Representative
Hands on experience working with Excel, Power Point, Office, among others
Fully Bilingual (English and Spanish)
Excellent communication skills (spoken, written and reading)

Responsibilities

Supervise the functions of Call Center services insuring that the protocols and procedures are followed as established.
Ensure provision of quality customer and user care and effective team performance to meet agency goals in accordance with philosophy, goals, policies, mission, and vision.
Motivate the personnel under his/her supervision, provides articles, and educational or reference material in operational areas to be used internally as reference and in the client education services (Internet, Fairs, Conferences, etc.).
Handle escalation calls and provide orientation on how to manage the escalated situation to avoid future escalation calls.
Monitor and calibrate calls to be aware of possible coaching, identify training and or re-training needs for the supervised group; provide feedback to manager and training department with the necessary facts.
Ensure that all information received by the customer and or the organization is available for the employees and that they are aware of it.
Discuss monitoring calls with employees, identify areas of opportunity, strengths and provide alternatives to improve results using the necessary resources to assist the employee.
Plan, analyze, and monitor metrics and performance indicators result to comply with customers’ expectations.
Support administrative projects of Call Center.
Prepare and work with HR process improvement plans, when applicable.
Identify and develop personnel to manage additional responsibilities.
Prepare reports and presentations with regularity.
Identify for our customers, processes and scripts that do not comply the reality of the service for evaluation and modification.
Actively participate in employee contract termination, identifying policies and procedures violations, low performance, among other indicators, providing evidence and facts; in some occasions, may participate in the notification meeting.
Conduct corrective discipline processes and behavioral modification techniques for personnel under his/ her supervision in the event of deviations from policies, procedures and practices established in the organization.
Prepare objectives and complete performance evaluations (mid and year end) of the personnel under his/her supervision.
Define action plans to reduce quality and efficiency variations from goal standards.
Prepare and supervise the execution of the Performance Programs of each person under his/ her supervision.
Review and approve employee schedule, vacation program, leave of absence according to service needs, and stands in for unforeseen events such as absences or tardiness.
Participate in applicant’s interviews and perform hiring decisions.
Lead, guide and coordinate the assigned team initiative, ensuring their motivation and a good working environment; and continuous meetings.
Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
Notify any expose of Protected Health Information to the supervisor immediately.
Comply with medullar & functional trainings; and all procedures established by regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).