About the position
The Supervisor for the Call Center at Presbyterian Healthcare Services is responsible for managing a team of call center representatives, ensuring that performance metrics are met and that the team operates efficiently. This role involves objectively measuring contact center performance, diagnosing issues, and creating improvement plans to enhance service delivery. The Supervisor will develop and maintain a coaching model to track employee performance across various metrics such as quality, production, and attendance. A strong understanding of contact center performance statistics and reporting systems is essential, as the Supervisor will work closely with the Work Force Administrator to manage service levels and staff performance effectively. In this position, the Supervisor will be available to staff to answer questions, handle escalated calls, and monitor call queues. They will keep representatives informed about inbound calls, calls waiting, and abandonment rates. Motivating and encouraging representatives through positive communication and feedback is a key aspect of this role. The Supervisor will also be expected to demonstrate excellence in customer service, ensuring that the team meets or exceeds customer expectations, which is crucial for achieving high member satisfaction scores. The ideal candidate will possess strong organizational skills and the ability to work cooperatively with others, even under pressure. A background in managed care and supervisory experience in a call center environment is preferred. The Supervisor will also be responsible for recruiting and selecting staff, interpreting data and reports to develop improvement strategies, and engaging with cross-functional departments and external customers to support the overall objectives of the contact center.
Responsibilities
- Manage a team of call center representatives by measuring performance and creating improvement plans.
- Develop and maintain a coaching model to track employee performance metrics.
- Work closely with the Work Force Administrator to manage service levels and staff performance.
- Be available to answer questions, take escalated calls, and monitor call queues.
- Motivate and encourage representatives through positive communication and feedback.
- Administer performance management to achieve positive department and organizational results.
- Demonstrate excellence in customer service and mentor others to meet customer expectations.
- Drive quality and production outcomes to meet departmental standards.
- Transfer product and process knowledge to contact center representatives.
- Interpret data and develop team and individual improvement strategies.
- Engage and support contact center representatives in achieving business objectives.
- Recruit and select staff to build effective teams.
- Perform other duties as assigned.
Requirements
- Associate's degree in a related field or equivalent experience (3 years of additional experience can substitute for degree).
- Minimum of 3 years of experience in a call center environment, preferably in managed care.
- At least 2 years of supervisory experience in a call center setting.
- Strong organizational skills and ability to communicate effectively in person, via telephone, and in writing.
- Ability to work cooperatively with others and function effectively under pressure.
- Bilingual skills are preferred.
Nice-to-haves
- Experience in managed care settings.
- Familiarity with performance management systems.
- Knowledge of customer service best practices.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term and long-term disability
- Group term life insurance
- Optional voluntary benefits
- Paid time off
- Retirement benefits
- Employee wellness rewards program.
