What are the responsibilities and job description for the Contact Center Supervisor position at Automated Health Systems?
GENERAL FUNCTION:
The Contact Center Supervisor supplements the activities of the Contact Center Manager in developing and maintaining an organizational climate that facilitates attainment of the goals and objectives of the Florida Unified Operations Center Project. This position will be responsible for the assignment of work among all Contact Center staff, monitoring day-to-day operations, evaluating telephone reports, enforcing company policy, and assisting with the complaint process. This position’s primary responsibilities will include ensuring optimal productivity in providing accurate and consistent information as well as first class customer service to applicants and members. The Contact Center Supervisor will report all activities, trends, and concerns (and recommended solutions, as appropriate) to the Contact Center Manager. The Contact Center Supervisor oversees the Lead Customer Service Representatives and Resource Specialists. This position is based in the Tallahassee-area office and reports to the Contact Center Manager.
SPECIFICATIONS:
Knowledge– Associate Degree in related field, Bachelor’s preferred; equivalent experience considered. Extensive customer service experience and a strong supervisory background are required. Requires a thorough understanding of Florida Medicaid, AHCA policies and managed care.
Skills/Abilities- Must possess excellent interpersonal communication skills and sufficient knowledge of the Project. Position requires supervisory as well as extensive PC skills (i.e., Microsoft Word, Excel, and PowerPoint etc.), and a technical understanding of phone systems (i.e., Five9 and CMS). Must be able to monitor and evaluate the performance of the Lead CSRs , Resource Specialists, and CSRs. Bilingual language skills are a plus.
Experience - Position requires minimum of three years’ experience in a direct supervisory position with a strong call center management background. Minimum of two years of experience with health and human services preferred.
Exertional Level - Light work - some sitting, standing, walking, lifting, reaching, squatting, and kneeling is required occasionally.
Job Type: Full-time
Pay: $17.00 - $21.00 per hour
Expected hours: 40 per week
Work Location: In person
Salary : $17 - $21