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Call Center Supervisor

4 months ago

Harrisburg, United States Dasher Full time

**Call Center Supervisor (Community Engagement Specialist Supervisor)**

Dasher exists to help people lead happy, healthy lives. The Community Engagement Specialist (CES) Supervisor oversees and supervises the daily activities of a team of Community Engagement Specialists engaged in providing member education, care coordination, and access to resources to program members with the goal of improving their health and well-being. The CES Supervisor serves as the day-to-day liaison with clients and is an in-office position.

**_
Duties/Responsibilities:_**
- Oversees all facets of the daily operations of the organizational unit, including but not limited to functional coordination and administration of staff performing related work.
- Hire and supervise Community Engagement Specialists II, including but not limited to work allocation, training, reporting of all activity, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
- Assists in the creation of training modules and continuing education curriculum for Community Engagement Specialists.
- Acts as a liaison with client to communicate all questions and concerns.
- Provides regular reports for organizational unit with frequency and content as directed by management.
- Reviews staff reports for accuracy, clarity, content, completeness, spelling, grammar and follow through on members assigned.
- Manages reports for internal reporting purposes and external/client required reports.
- May assist with calls in a similar manner as Community Engagement Specialists.
- Assists with public presentations on program to interested audiences, including potential payers.
- Attendance at business and department meetings (Stand Up, L10, 1 on 1, huddle trainings, etc.).
- Participate in training and educational opportunities.
- Motivate team members and continuously encourage The Dasher Way Core Values.
- Conduct additional work assignments corresponding with department needs at the direction of management.

**Qualifications and Education Requirements**
- Associate’s / Bachelor’s Degree in related field and two (2) years of directly related experience; or equivalent combination of education, training, and experience
- Knowledge or experience leading a call center is preferred
- Medical Office experience is a plus
- Supervisory Experience Preferred
- Analytical, evaluative, and critical thinking skills
- Strong computer skills including Microsoft Excel/Word and experience with database management
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community

**Preferred Skills (not required)**
- Bilingual in Spanish (speaking, reading, and writing) is desired, but not required

**Benefits**
- Generous benefits offered to all employees working 24 hours or more per week (health, dental, vision, paid time off, disability, life, 401k).

**Additional Notes**
- Dasher does not discriminate in employment opportunities or practices on the basis of age, gender, race, color, creed, religion, ethnicity, ancestry, sexual orientation, gender identity, national origin, citizenship, disability, or marital status or any other legally recognized protected basis under federal, state, or local laws, regulations or ordinances. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, access to benefits and training, and other terms and conditions of employment._

We are following CDC Guidelines for employee and customer health and safety at all times.