Health And Welfare Customer Service Supervisor

1 month ago

Concord, New Hampshire, United States TEKsystems Full time

A major Labor Union is looking for a Supervisor for the Health and Wellness team Ideal candidate has experience within Unions as well as minimum 1 year of supervisory experience over customer service reps in the health space.

Description
  • Supervises call center leads, call center, and front desk representatives.
  • Holds 1:1 bi-weekly meetings with their staff, bi-weekly training for their staff, monthly lead meetings, monthly team meetings, and monthly cross-functional lead meetings.
  • Ensures all staff within the department support and uphold the organization's Core Values: Trust, Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation and embodies the virtues of The Ideal Team Player-Humble, Hungry, and Smart.
  • Daily supervision of member call center staff: reporting of call center metrics, fulfillment of individual member requests, management of scripted and timely responses to email inbox and secure message submissions which include website e-mail inquiries, updating of training materials,
  • implementation of new processes or procedures in support of business needs, and development of call scripts as directed.
  • Tracks and updates daily individual and department Member Services phone and processing statistics to manage quality assurance, employee performance, and work distribution.
  • Performs quality monitoring of telephone conversations and call audit reviews, to include system notes and letters. Provides feedback, and coaching to staff as needed.
  • Performs monitoring of timeliness and quantity of calls taken to ensure department performance, quality, and member goals are met.
  • Recommends improvements to policies, standard operating procedures, and workflows to meet department performance, quality, and member goals, and implements as directed.
  • Supervises staff and provides them with performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted.
  • Enforce organization policies, Collectively Bargained Agreements, State Law, and Federal Law in managing non-exempt, collectively bargained employees.
  • Reviews and codes timecards to ensure they are completed timely, accurately, in accordance with office policies, Collectively Bargained Agreements, State Law, and Federal Law for non-exempt collectively bargained employees.
  • Participates in the phone interview process for the hiring process, new employee orientation and training, ensures the timely development of performance appraisals, communicates job expectations, enforces policies and procedures, and performs coaching.
  • Communicates department-level quality assurance and improvement goals as well as individual representative quality improvement goals and expectations.
  • Participates in data validation; coordinates and participates in the testing of upgrades and enhancements of the enterprise system software. Participates in creating testing scenarios to ensure upgraded programming matches Summary Plan Description language. Review of system upgrades or annual system workflows for efficiencies and quality.
  • Coordinates and communicates with vendors to troubleshoot and resolve member issues.
  • Coordinates staffing and work assignments with other Supervisors as necessary.
  • Responds to escalated calls from members, providers, and union representatives.
  • Responds to and resolves more complex or sensitive complaints/issues.

Additional Skills & Qualifications:

  • Union Experience
  • Associate degree in a related field and 1 year of related experience, including supervisory experience.
  • A combination of appropriate education and experience may be substituted for the minimum education and experience requirements
  • Excellent written and verbal communication skills necessary to develop and maintain effective and appropriate working relationships with direct reports, co-workers, and external vendors.
  • Skill in assigning, prioritizing, monitoring, and reviewing work assignments.
  • Ability to work effectively in a team environment.
  • Ability to handle confidential information with discretion and tact.
  • Ability to prioritize and work independently on projects with minimal supervision.
  • Ability to detect errors, determine causes, and make corrections as appropriate.
  • Ability to successfully resolve issues in a timely manner.
  • Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following: email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, and various systems or software used by office.
Work Environment

In office M-F, Exempt position. Standard business hours Weekend and/or overtime required during ramp season (early Oct. + late Dec/early Jan.).

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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