Customer Service Supervisor
Job Summary
This position is responsible for the coaching and development of Customer Service Associates (CSAs). It is responsible for ensuring CSAs follow appropriate guidelines and processes in delivering a high caliber, efficient level of service to members and providers. The Customer Service Supervisor must create a team environment which motivates CSAs and contributes to operational excellence and self leadership.
Essential Functions:
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Review qualitative and quantitative performance with CSA team members on a regular and ongoing basis to drive the highest level of performance.
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Provide constructive feedback and set improvement milestones when indicated.
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Develop plans to ensure team achieves specific goals in support of client and overall call center goals.
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Identify individual CSA and/or Support Associate developmental needs and, working with the education and care assist teams, take steps to address them.
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Be a champion for first call resolution strategy.
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With the Operations Team, monitor team service performance levels on an ongoing basis to ensure targeted goals for service level and average speed of answer are achieved.
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Create team incentives and foster constructive inter-office team competition to motivate and reward performance excellence.
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Set clear performance expectations with team of approximately 18 customer service associates (CSAs), and communicate how performance goals are linked to organizational goals and values.
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Motivate and encourage team members to excel.
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Create a team environment that contributes to a high degree of employee satisfaction.
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Be prepared to answer customer calls in the CSA queue during peak periods.
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Monitor individual CSA attendance and reliability patterns and take corrective steps when indicated
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Utilize the workforce management system to monitor CSA schedule adherence and other work habits.
Minimum Requirements: Education: BA/BS: Business, Healthcare or related field Experience: Three years or more experience in call center management, preferably in the healthcare industry.
Experience leading large teams in a dynamic industry.
A demonstrated track record of managing change with proven results in the achievement of customer service goals.
Knowledge of managed healthcare principles and call center operations.
Ability to identify individual and team developmental needs.
Ability to effectively coach and develop team members.
Excellent leadership, oral and written communication skills. Preferred Qualifications:
Education: MBA preferred.Knowledge, Skills, Abilities: Quantifiable Business Results. Leadership of People. Service Orientation (External and Internal).Flexible and Adaptable.Management of Projects, Tasks and People.Teamwork.Expert Knowledge.
