Call Center Operations Supervisor

2 weeks ago


Hollywood, Florida, United States NationsBenefits Full time
NationsBenefits: Transforming Healthcare with Innovative Solutions

We are a leading Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. Our mission is to drive growth, improve outcomes, reduce costs, and bring value to our members.

About the Role

We are seeking a highly skilled Call Center Operations Supervisor to join our team. As a key member of our operations team, you will be responsible for the day-to-day supervision of our call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction.

Key Responsibilities
  • Supervise agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
  • Ensure prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
  • Monitor and evaluate call flow, determine and adjust coverage based on business demands
  • Provide direct agent assistance and respond to all requests for assistance and guidance
  • Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment
Requirements
  • Associate's or Bachelor's Degree preferred, or equivalent work experience required
  • 3+ years of Contact Center experience required, preferably in the Health Care industry
  • 1+ years of Supervisory experience preferred

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better.



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