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Call Center Supervisor

2 months ago

Phoenix, United States CorVel Healthcare Corporation Full time
Job DescriptionJob Description

The Call Center Supervisor is responsible for managing daily production one or multiple teams. The role includes the following functions: provide coaching to individual agents, facilitate team meetings, assist with queue when there is high volume spikes or staffing issues, track attendance and inform managers of trends, do research on delayed or missing request sent to the team, identify process gaps and make recommendations, provide weekly reports and end of month scorecards to agents and end of year reviews. You will be interacting with account managers on an as needed basis. At times be expected to help support weekend coverage if we have high volumes, staffing or system issues which will impact the departments SLA.

This is an hybrid position.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

  • Responsible for directing a designated group of employees in their day-to-day operations
  • Responsible for quality of service provided
  • Responsible for managing daily service levels and Service Now queue
  • Requires regular and consistent attendance
  • Responsible for training of new employees and/or implementing protocols as they change and sending those changes out to the units
  • Comply with all safety rules and regulations during work hours in conjunction with the Injury Illness Prevention Program (IIPP)
  • Listen to agent calls on a daily basis, both live and recorded
  • Enter QA audits into authority 2 per agent per week
  • Meet regularly with agents to coach, develop and discuss recent hot topics
  • Stay up to date with Lessonly modules and grade agent lessons
  • Attend mandatory supervisor meetings and calibrations
  • May perform managerial responsibilities in managers’ absence
  • May perform daily, weekly, monthly reviews of various reports, invoices, logs and expenses
  • Additional duties as required

KNOWLEDGE & SKILLS:

  • General knowledge of Group Health, Workers Compensation, Auto and General Liability
  • Excellent written and verbal communication skills
  • Has clear understanding of KPI’s for back office teams
  • Exceptional attention to detail
  • Meets all deadlines
  • Proactive informing manager on any potential risk, complaints, or SLA issues
  • Being flexible to flex schedule if business need changes
  • Solid Microsoft skills
  • Ability to make sound business decisions independently

EDUCATION & EXPERIENCE:

  • Minimum of High school diploma or equivalent, 2 plus years college preferred
  • 2+ years of customer service experience in a leadership role working in Call Center
  • Experience in a management or supervisory role is a plus
  • Prior management experience is expected

PAY RANGE:

CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.

For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.

Pay Range: $19.16 - $28.70 per hour

A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management

About CorVel:

CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT).

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

#LI-Hybrid