Description

The Participant Support Center Supervisor holds a key position within P&A, as this person is critical to overall customer satisfaction. The position is considered a working supervisor, whose core responsibility is to oversee the timeliness, accuracy, and overall customer service of the Participant Support Center and assigned Participant Support Specialists. Duties include but are not limited to providing guidance and support to the Participant Support Specialists, coaching and feedback to assigned team members, and handling escalated calls and issues.

Job Duties

• Provide guidance and support to representatives regarding questions, act as a second-tier support for difficult calls or issues; diffuse difficult situations and/or issues that cannot be fielded by representatives.
• Assist Participant Support Specialists with problem solving. Provides directions to support timely, efficient, and accurate responses to inquiries.
• Demonstrate a positive behavioral example by training, mentoring, and coaching; works with Department Management team and trainers on needed training materials, trainings, and evaluations.
• Monitor Participant Support Center calls using listen-ins for coaching and mentoring purposes.
• Monitor multiple software platforms to ensure timely response to all calls, chats, and to ensure queues are properly staffed following established guidelines to meet client performance guarantees.
• Review QA/QC statistical performance to assigned team members monthly through coaching and feedback.
• Identify software issues within the department or customer experience and share with Sr. Customer Experience Manager, IT department, and Participant Support Center Manager as needed.
• Inform Participant Support Center Manager on all matters of significance including employee and participant issues, escalating when necessary.
• Complete daily department transition to between shifts, including report analysis, employee & participant updates and all other items that are of significance, as needed.
• Manage department in absence of Participant Support Center Manager and/or Senior Customer Experience Manager.
• Always maintains professionalism displaying diplomacy, discretion, and tact.
• Assists with Department operations by monitoring team performance, identifying problems and suggesting resolutions.

Requirements

• Minimum of a high school diploma/GED and/or equivalent work experience.
• Bachelor’s degree in business or related field preferred
• Proven experience in Call Centers or similar experience
• Experience supervising and/or directing teams with diversified responsibilities preferred
• Working knowledge of IRS Sections 105h, 125, 132, HSA, and COBRA and of administrative processes related to same
• Thorough understanding of HIPPA and privacy rules and oversight of departmental processes to ensure compliance
• Exceptional oral and written communication skills with ability to convey one’s message with diplomacy and tact
• Demonstrated ability to effectively interact, present information, and respond to questions from customers, colleagues, and management
• Proven ability to effectively manage multiple priorities utilizing effective organizational and time management practices