Overnight Supervisor

We are actively seeking an Overnight Supervisor in our Global Service Center This position leads a team of Global Service Center Specialists, including GSC Specialists, GSC Specialists II, and Senior GSC Specialists, as well as the Team Lead – GSC role, and focuses on coaching and developing employees to provide exceptional customer experiences. The supervisor will create an environment that stimulates an enthusiastic, motivating, high-performance culture that focuses on continuous improvement and excellent service delivery. The Supervisor will assist in interviewing and onboarding new hires, will manage employee performance, and will identify and implement process improvements. The Supervisor will also ensure the department maintains service metric commitments.

Responsibilities:

• Oversees and directs the day-to-day activities of a Global Service Center team in a 24/7/365 contact center environment.
• Build and develop strong customer focused service teams by promoting and demonstrating the Customer Experience principles.
• Perform management and development, including but not limited to, providing coaching, and mentoring of Team Leads and Specialists.
• Ensuring the Global Service Center team understands all individual and department key performance metrics, standards, and policies.
• Monitoring and evaluating Global Service Center team’s performance, providing coaching, attendance, and taking corrective action, if necessary.
• Answering questions from the Global Service Center team and assisting with escalated/complex inquiries.
• Monitor and maintain key performance metrics and collaborate on planning and execution of remedial plans to close any performance gaps.
• Reviews customer surveys through our customer engagement system to identify issues within a specific interaction, recommend areas of improvement for the representatives, and initiate a course of action through a reach out to the member.
• Monitor inquiry trends based on calls and cases, escalated issues, and inquiries. Make recommendations on how to improve the quality of service, as well as reduce repeat contacts and improve first contact resolution.
• Direct the workflow assignments to appropriate team members. Ensure required deadlines/commitments are met.
• Develop and maintain a collaborative partnership with our internal and external business partners.
• Provide recommendations and assist in the implementation of procedural and systems changes to ensure delivery of high-quality service and experience to external clients and facilitate implementation of new products within the GSC team.
• As requested, participate in the development and deployment of operations projects and initiatives.
• Create/Analyze reports at the individual, team, and department level.
• Participate in conversations with Managers to take appropriate actions to maximize staff productivity through review and analyze the Global Service Center reports on call duration, hold time, transfer activities, case management activities, etc.
• May participate in and/or lead interdepartmental workgroups and/or projects.
• Participate in new hire interviews.
• Other duties as assigned.

Requirements:

• Undergraduate degree preferred and/or equivalent work experience.
• Supervisory experience in the health insurance environment preferred.

• Substantial international travel or expatriate experience a plus.
• Ability to make decisions during crisis situations and support them with documentation.

• Familiarity with HIPAA rules.
• Leadership skills that demonstrate the ability to manage, motivate, and develop high performance work teams.
• Exceptional listening, verbal, and written communication skills.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Excellent problem solving, leadership, and customer experience skills.
• Strong collaboration skills to work across departments to resolve inquiries.
• Interact effectively with all levels across the company. Manage internal customer perceptions and build strong relationships.
• Ability to adapt to, and manage a team through changing work processes, schedules, and shifts.
• Proficiency in Microsoft Office Products.
• Proficiency in SalesForce and ADP is a plus.
• Proficient use and understanding of telephony hardware/software applications is a plus.
• Experience in a Blue Cross/Blue Shield environment is desirable.
• Must be available to work various shifts including weekends (24/7/365 work environment).
• Ability to work on-call on a rotating schedule.
• Must have reliable at-home high speed internet service capabilities with a minimum internet speed of 75 Mbps (ex., Verizon or Comcast) for remote work because of the 24/7/365 nature of the business needs.

Working Conditions:

• Flexibility to work in an office and/or at-home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.

Internal Pay Grade: 9

The starting pay for this role is $57,411 to $73,199 based on skill level and experience in a similar role.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.