Customer Service Supervisor, Call Center (Onsite)

Roth Staffing Companies - Tampa, FL

Full-time - Mid Level

Tampa, FL

Administrative and Support Services

About the position

The Call Center Customer Service Supervisor will lead and manage a team of Customer Service Representatives (CSRs) in a national claims administration company. This role focuses on providing leadership, training, and coaching for inbound and outbound calls and email inquiries, ensuring high performance and customer satisfaction. The supervisor will monitor operations, analyze metrics, and implement procedures to enhance service delivery while fostering a positive team environment.

Responsibilities

• Manage a team of CSRs and provide direction for day-to-day operations of the call center.
• 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 allocate resources appropriately.
• Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts.
• Analyze and report call center metric data and recommend procedures to ensure customer satisfaction and improve performance.
• Create, edit, and clearly communicate documentation that serves as resource and reference material.
• Disseminate all updates to team members.
• 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.

Requirements

• Associates degree or equivalent experience.
• 3 years of experience in a supervisory role in a call center, preferably in a healthcare setting where HIPAA and HITECH standards are utilized.
• Working knowledge of claims, claims processing, and health insurance.
• Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers.
• Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
• Ability to communicate clearly and professionally with internal and external customers.
• Work effectively as part of a team to achieve established outcomes.
• Make decisions using available resources and sound judgment.
• Maintain confidentiality and discretion.
• Identify and resolve problems in a timely manner, gathering and analyzing information skillfully.
• Teach, coach, and counsel associates by effectively communicating and providing follow-up.
• Prioritize and plan work activities to use time efficiently.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with a match
• Paid time off (PTO)
• Paid holidays