Customer Service Operations Supervisor

7 days ago

Somerset, New Jersey, United States Conduent Patient Access Solutions, LLC Full time
Job Summary

The Call Center Operations Supervisor will lead a team of approximately fifteen (15) agents. The Supervisors are responsible for the day-to-day operations, call center performance, metric/KPI Management and overall execution. They will also be accountable for team's respective performance and are expected to successfully, coach, develop, motivate, and inspire high performance, quality guidelines, policy adherence, and goal attainment with a positive outlook.

This is a very demanding, expanding and continually evolving, growing role, ideal for someone who loves a challenge, wants to roll up their sleeves, learn, grow and become part of an exceptional team.

Working periods for this role may change based on Client needs. The overall organization provides services 8:00 am – 8:00 pm EST, Monday- Friday, daily. (It will be scheduling work hours within that range.)

This position can be remote, and reports to the Program Lead in direct support of the designated Pharma and Life Sciences Patient Assistance Program.

Key Responsibilities
  • The Operations Supervisor will conduct patient services operations as assigned.
  • Accountable for team compliance in a complex specialty pharmaceutical product patient assistance services program.
  • Responsible for the delivery of the KPIs of the immediate team, including quality, customer satisfaction, productivity, and compliance parameters.
  • Deliver regular and timely call Monitoring, coaching and feedback to the team members to enhance performance.
  • Ensure proper and timely dissemination of all processes and business updates to the team, based on client requirements and organization standard operating procedures.
  • Supervise the team members, identifying and addressing developmental issues, coaching opportunities, and recommending training interventions.
  • Accountable for analyzing known best practices for continuous improvement.
  • Responsible for the enforcement of organizational policies and procedures to ensure compliance.
  • Responsible for day-to-day operations, call center performance and metric/KPI management.
  • Client escalations are required.
  • Contribute to Overall Program Strategic Vision and Plan.
  • Special Projects and reporting as required.
  • Makes Recommendations for improving operations/call center/process/procedures and overall team effectiveness/efficiencies.
  • Staffing attendance and adherence to schedule accountability.
  • Communication lead to respective teams.
  • Team Motivator, ambassador of / with overarching Strategy of Cultural / Environmental Improvements.
Requirements
  • Bachelors' or higher college degree or clearly documented certification of equivalent education.
  • Functional knowledge of healthcare industry products and service processes.
  • Minimum of five (5) years personally achieving defined metrics within a call center or operations center.
  • Minimum of two (2) years leading others to achieve defined metrics in a call center or operations center.

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