JOB SUMMARY:

Experienced in a Health Care / Plan Customer Service Center professional. Individual should possess extensive knowledge of health insurance. Experience in working on projects; assisting staff, ad hoc support to other areas as needed. Exhibits leadership qualities.

Customer Service Supervisor:
The Customer Service Center Supervisor will provide direct oversight of the Customer Service Center Representatives as they answer questions and handle complaints of customers to ensure that department performance requirements are met. They will coordinate with the Customer Service Center Coaches to develop and foster a highly effective team, ensuring that established goals and standards are met, manages daily workload to uphold productivity levels, quality outcomes, performance guarantees, timeliness, and customer satisfaction metrics. Works with other departments to address complex issues for an appropriate resolution. Assist in process improvement initiatives.
Engagement Supervisor:
The Customer Engagement Supervisor will be responsible for managing the communication and employees that support our Members via an Outbound call. The Customer Engagement Supervisor will collaborate with the Customer Service Leadership Teams to identify outreach initiatives and opportunities, deliver positive change and business efficiencies, highlight operation risk and areas for improvement, and monitoring productivity. The Customer Engagement Supervisor will create and execute project plans, revising them as appropriate to meet changing needs ensuring completion of projects on time.

MINIMUM QUALIFICATIONS:
Education/Specialized Training/Licensure:

• H.S. Diploma Associates degree preferred.

Work Experience (Years and Area):

• Three years of experience with health insurance, managed care, or other related experience required. Preferred knowledge of Contact Center operations.

Management Experience (Years and Area):

• Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.
• Exhibits leadership qualities. Preferred knowledge of Contact Center operations.

Software Proficiencies: Microsoft Word/Excel/PowerPoint required.

JOB SPECIFICATIONS AND CORE COMPETENCIES:
Customer Service and Engagement Supervisor:

Essential Functions

• Exhibits leadership qualities
• Assisting Staff
• Projects
• Manage the Outbound Call Project from the beginning to the end in addition to the Outbound Member Services Team?s performance on the Outbound Calls.
• Assisting Staff
• Projects
• Reports in Excel and Salesforce
• Ad hoc support to other areas as needed
• 1:1s and Team Huddles
• Responsible for facilitating huddles with the staff regularly to provide departmental updates or changes
• Responsible for providing timely feedback to staff on performance and other areas of measurement

Marginal Functions

• Interviewing and Hiring New Staff
• Other Similar/related duties as assigned per the business needs