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Customer Service Supervisor, Call Center

2 months ago

Tampa, United States Ultimate Staffing Full time

Our customer is a national claims administration company and they are growing here in Tampa Bay. The Call Center Customer Service Supervisor will provide employees with leadership, training and coaching for inbound/outbound calls and email inquiries. This role will have a clear understanding of people and performance management, business processes along with a thorough understanding of customer needs.

Hours: flexibility between 8am to 8pm, Monday to Friday

Location: Onsite in Tampa - 33614

Benefits to include medical, dental, vision, 401(k) with a match, PTO, paid holidays, and more

Responsibilities:

  • Manage a team of CSRs and provide direction for day-to-day operations of the call center.
  • Act as a visible, approachable subject matter expert interacting regularly with each team member.
  • Monitor email and inbound/outbound call volumes, queues and KPIs to identify trends and to allocate resources appropriately.
  • Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts.
  • Analyze and report call center metric data and recommend procedures to ensure customer satisfaction and improve performance.
  • Create, edit, and clearly communicate documentation that serves as resource and reference material. Disseminate all updates.
  • Ensure team members are knowledgeable and compliant with departmental procedures; provide initial and ongoing training.
  • Conduct feedback sessions at least monthly to reviews metrics, performance and quality based on monitoring of calls/mailboxes.
  • Participate in hiring and training of team members. Introduce and onboard new staff members.
  • Host team meetings to review team performance, company initiatives and departmental goals.
  • Develop short and long-term recognition programs to motivate and reward performance.
  • Motivate and encourage direct reports through positive communication and feedback. Coach and correct as needed.
  • Handle escalated issues and guide representatives through difficult calls/issues.

Requirements:

  • Associates degree or equivalent experience
  • 3 years of experience in a supervisory role in a call center, preferably in a healthcare or role where HIPAA and HITECH standards are utilized.
  • Working knowledge of claims, claims processing and health insurance.
  • Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers
  • Solid working knowledge of standard computer applications including MS Word, Excel Outlook, and PowerPoint
  • Communicate clearly and professionally with internal and external customers.
  • Work effectively as part of a team to achieve established outcomes.
  • Make decisions using available resources and sound judgment
  • Maintain confidentiality and discretion.
  • Identify and resolve problems in a timely manner, gather and analyzes information skillfully.
  • Teach, coach, and counsel associates by effectively communicating and providing follow-up.
  • Prioritize and plan work activities to use time efficiently.


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.