Call Center Team Manager

4 days ago


Hollywood, Florida, United States NationsBenefits Full time

At NationsBenefits, our goal is to transform the healthcare industry for the better. 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.

This position is onsite in our Miramar office. As a Contact Center Supervisor, you will be responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved.

$75,000 - $90,000 per year

Responsibilities
  • Supervise a team of call center professionals in an on-site or remote workforce environment
  • 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
  • Work with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
  • Ensure prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
Skill 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
  • Proficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
  • Highly Proficient in Excel, Word, and PowerPoint applications


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