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Customer Engagement Center Supervisor
2 months ago
Position Overview
The Supervisor of Customer Engagement plays a pivotal role in managing various segments within the Customer Engagement Center. This position is responsible for overseeing daily operations and functions across multiple service areas, including Training and Development, Operator Services, Scheduling, Authorizations, Outreach, Technical Support, and more. The ideal candidate is a leader dedicated to enhancing patient experiences and fostering a supportive environment for team members. They will inspire their team to achieve performance metrics, deliver outstanding customer service, and enhance overall engagement. As a role model of professionalism, the Supervisor serves as a guiding force for all staff within the Engagement Center, collaborating with key stakeholders to advance the center's mission and objectives.
Key Responsibilities
The Supervisor is tasked with creating and sustaining a professional, efficient, and positive work atmosphere for team members and other departments. Responsibilities include:
- Acting as a subject matter expert within the service area, providing guidance and staying informed on business changes.
- Supporting the implementation and enhancement of technology solutions.
- Driving team performance and engagement.
- Monitoring team members' activities and behaviors to ensure alignment with organizational goals.
- Collaborating with other leaders to provide support and coverage as needed.
- Identifying opportunities for process optimization and leading improvement initiatives.
- Engaging and motivating team members to cultivate a culture aligned with the organization's mission and values.
- Facilitating professional development and assisting team members in achieving their career aspirations.
- Conducting performance evaluations and providing ongoing feedback to employees.
- Recognizing team members through the organization's recognition platform.
- Leading team meetings and training sessions to foster engagement.
- Monitoring team operations to ensure a high-quality customer experience.
- Coordinating with Learning and Development to ensure effective scheduling and quality monitoring.
- Reviewing team performance to meet and exceed established goals.
- Delivering performance coaching and corrective actions as necessary.
- Preparing and presenting relevant data and reports at appropriate intervals.
- Managing payroll and time-off requests while ensuring adherence to schedules.
- Conducting interviews and overseeing the onboarding process for new employees.
- Maintaining knowledge of applicable programs used within the Engagement Center.
- Upholding the organization's mission and values in all actions.
- Identifying and addressing opportunities for service recovery and customer complaints.
- Facilitating communication and reporting during meetings with stakeholders.
- Demonstrating leadership skills to promote excellence within the team.
- Cultivating emotional intelligence to effectively manage employee relations.
Qualifications
Candidates should possess a four-year degree from an accredited institution or equivalent professional experience, along with a minimum of five years in customer service or healthcare roles with increasing responsibilities. Strong communication, presentation, and organizational skills are essential. Proficiency in Microsoft Office Suite and familiarity with call center systems is required.
Disclaimer
This description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities and qualifications associated with the role.
