What are the responsibilities and job description for the Supervisor Contact Center position at Amerihealth Caritas?
Responsibilities:
Responsible for day-to-day operations of Member/Provider services contact center team. Manage 15-20 Contact Center Associates. Plans, directs, manages, and evaluates team performance to ensure customers are receiving a high level of service with a focus on quality and first call closure. Ensures professional and courteous customer service for all Contact Center encounters. Coordinates customer service activities which include email, faxes and all other customer correspondence. Leads team to meet all Service Level standards. Handles escalated calls from Members and Providers. Monitors associate calls to evaluate quality of calls from Members and Providers. Provides feedback to associates to ensure attainment of Quality goals. Communicates with customers and other departments to exceed organization goals. Responsible for performance appraisals, performance improvement plans, and hiring/interviewing. Measures and reports Contact Center performance against objectives and goals.
Work Arrangement:
This is a hybrid position in our Charleston, SC office.
Education/Experience:
- 1 to 3 years Supervisory experience in Contact Center role.
- High School/GED required.
- Associate’s Degree in a business related major or equivalent work experience preferred.
- Training, coaching and mentoring skills.
- Sound knowledge of strong telephone soft skills.
- Experience with Contact Center and Workforce Management technology (scheduling, adherence, quality monitoring)
- Excellent Verbal and Written communication skills.
- Microsoft Office skills including Word, Excel and Outlook.
- Experience handling escalated calls.
- Demonstrated problem-solving and decision making skills.
- Strong people skills with a focus on mentoring and coaching
- Ability to work both independently and in a team environment.
Our Comprehensive Benefits Package
Flexible work solutions including remote options, hybrid work schedules, Competitive pay, Paid time off including holidays and volunteer events, Health insurance coverage for you and your dependents on Day 1, 401(k) Tuition reimbursement and more.
Your career starts now. We’re looking for the next generation of health care leaders.
At AmeriHealth Caritas, we’re passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we’d like to hear from you.
Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services.
Discover more about us at www.amerihealthcaritas.com.