Healthcare Call Center Senior Supervisor

3 weeks ago


Concord, New Hampshire, United States UFCW & Employers Trust, LLC Full time
Job Summary

We are seeking a highly skilled and experienced Healthcare Call Center Senior Supervisor to join our team at UFCW & Employers Trust, LLC. As a key member of our Health and Welfare Department, you will be responsible for supervising call center staff, ensuring excellent customer service, and driving business results.

Key Responsibilities
  • Supervise call center staff, providing guidance, coaching, and training to ensure high-quality service delivery.
  • Develop and implement effective call center strategies to improve customer satisfaction, reduce call abandonment rates, and increase first-call resolution.
  • Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions.
  • Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience.
  • Stay up-to-date with industry trends, best practices, and regulatory requirements to ensure compliance and excellence in customer service.
Requirements
  • 3+ years of experience in a call center or customer service leadership role.
  • Proven track record of improving customer satisfaction, reducing call abandonment rates, and increasing first-call resolution.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze data, identify trends, and make data-driven decisions.
  • Strong problem-solving and conflict resolution skills.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.


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