Experienced in a Health Care / Plan Customer Service Center professional. Individual should possess extensive knowledge of health insurance. Experience in working on projects; assisting staff, ad hoc support to other areas as needed. Exhibits leadership qualities.
Contact Center Supervisor:
The Contact Center Supervisor will provide direct oversight of the Customer Service Center Representatives as they answer questions and handle complaints of customers to ensure that department performance requirements are met. They will coordinate with the Customer Service Center Coaches to develop and foster a highly effective team, ensuring that established goals and standards are met, manages daily workload to uphold productivity levels, quality outcomes, performance guarantees, timeliness, and customer satisfaction metrics. Works with other departments to address complex issues for an appropriate resolution. Assist in process improvement initiatives.
1. Education/Specialized Training/Licensure: H.S. Diploma with (Two) years of experience in lieu of degree required. Associates degree preferred.
2. Work Experience (Years and Area): Three years of experience with health insurance, managed care, or other related experience required. Preferred knowledge of Contact Center operations.
3. Management Experience (Years and Area): Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.
Exhibits leadership qualities. Preferred knowledge of Contact Center operations.
4. Software Proficiencies: Microsoft Word/Excel/PowerPoint required.