Senior Supervisor Customer Service

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Senior Supervisor Customer Service

Tampa, FL

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Description

Job Summary:

The Senior Customer Service Supervisor will provide employees with leadership, training and coaching for inbound/outbound calls and email inquiries. This advanced role will develop and mentor people to provide the best possible service; guide in the development of performance, knowledge of business processes and strive to anticipate solutions to customer needs.

Duties And Responsibilities

• Effectively manage the performance of the CS Team by providing leadership and support, coaching, feedback, and direction, incorporating positive feedback and reward mechanisms
• Provide strategic direction for operations of the call center along with department management. Act as a visible, approachable subject matter expert interacting regularly with each team member.
• Monitor email and inbound/outbound call volumes, queues and KPIs to identify trends and to allocate resources appropriately. Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts.
• Improve quality results through study, evaluation, revision of processes, implementation of course correction.
• Create, edit, and clearly communicate documentation that serves as resource and reference material. Disseminate all updates.
• Ensure team members are knowledgeable and compliant with departmental procedures; provide initial and ongoing training.
• Conduct feedback sessions at least monthly to review metrics, performance and quality based on monitoring of calls/mailboxes.
• Participate in hiring and training of team members. Introduce and onboard new staff members.
• Host team meetings to review team performance, company initiatives and departmental goals.
• Develop short and long-term recognition programs to motivate and reward performance. Motivate and encourage direct reports through positive communication and feedback. Coach and correct as needed.
• Handle escalated issues and guide representatives through difficult calls/issues.
• Follow and maintain knowledge of Federal and State regulations as well as client requirements; implement changes regarding benefits regulatory standards.
  
  

Requirements

Required Knowledge, Skills and Abilities:

• Associate degree or equivalent experience, Bachelor's degree or equivalent experience preferred
• 3 years of experience in a supervisory role in a call center, preferably in a healthcare or healthcare TPA role where HIPAA and HITECH standards are utilized.
• Working knowledge of claims, claims processing and health insurance.
• Knowledge of agent monitoring software
• Experience with benefit administration platforms such as Javelina preferred.
• Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers
• Support shifts that range from 8 am – 8 pm; later hours will be required.
• Solid working knowledge of standard computer applications including MS Word, Excel Outlook, and PowerPoint
• Ability in using a computer which includes expert keyboard and navigation skills and learning new programs.
• Communicate clearly and professionally with internal and external customers.
• Work effectively as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful. Demonstrate a collaborative interaction with peers to reach a common goal.
• Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers.
• Pay close attention to detail in all aspects of the job.
• Make decisions using available resources and sound judgment
• Maintain confidentiality and discretion.
• Identify and resolve problems in a timely manner, gather and analyzes information skillfully.
• Teach, coach, and counsel associates by effectively communicating and providing follow-up.
• Open to other’s ideas and exhibits a willingness to try new things.
• Demonstrate accuracy and thoroughness; monitor work to ensure quality.
• Prioritize and plan work activities to use time efficiently.
• Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events.
• Follows instructions, responds to direction, and solicits feedback to improve.
• Act in such a way to instill trust from management, other associates, as well as customers.
  
  

Physical and Cognitive Demands: The demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

• Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
• Constant: Visual ability such as close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus
• Occasional: Lift and/or move up to 30-50 pounds
• Constant: Regular, predictable attendance in the office is required
• Constant: While performing the duties of this job, the employee is regularly sitting for the full shift
• Constant: The cognitive skills needed to complete tasks include abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.
  
  

Work Environment - The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.

• The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.
  
  

The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.

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