What are the responsibilities and job description for the Contact Center Supervisor position at Benecard Services Inc.?
The Contact Center Supervisor is responsible for the overall success of a team of Customer Service Representatives. The primary responsibility is to manage the day-to-day operations of a team of Call Center representatives. Act as the central point of contact for rep related escalations for both sites. Be responsible for planning, coaching, interviewing, employee development, answering inbound call and making outbound calls as needed, scheduling, training, site specific communication, and employee engagement and retention. Be available to work nights or weekends as required and open/close the facility as needed.
Must be available to work on site 5 days a week with some flexibility for opening and/or closing the contact center.
Duties and Responsibilities:
- Manage the day-today activities of a team of Call Center Representatives.
- Provide timely and accurate communication to representatives across both sites and other internal and external channels.
- Coordinate work efforts for each program to meet service level agreements and contractual obligations.
- Ensure quality assurance, perform routine QA monitoring, scoring, feedback and reporting.
- Recruit, interview and collaborate with internal and external recruiting resources.
- Forecasting, planning, scheduling, coaching, employee engagement and retention.
- Provide support for escalated issues. Responsible for employee development, retention and engagement strategies.
- Provide ongoing training and ensure staff meets all company training requirements.
- Ensure customer service and management activities are done in a culturally competent manner.
- Perform ongoing maintenance and monitoring to ensure consistent team performance
Qualifications:
- Bachelor's degree or equivalent experience.
- PBM or healthcare experience preferred.
- Minimum 2 years Call Center and Leadership experience.
- Ability to lead people and leverage computerized systems to develop, measure and maintain team performance.
- Ability to use Word, Excel, PowerPoint, Outlook, and other Call Center technologies to perform day-to-day duties.
- Track record of success.
Featured Benefits
- Competitive salary
- Vacation and Sick/Personal Time
- Medical Insurance
- Hearing Program Discount
- Short- & Long-Term Disability Insurance
- Life Insurance
- Flexible Spending Account
- 401(k)
- Employee Referral Program
- Employee Recognition
- Tuition Reimbursement
- Professional Development Training
About Benecard Services our affiliated companies:
Benecard Services, LLC
Benecard Services, LLC has been administering carve-out, fixed rate insured prescription drug benefit programs since 1990. Benecard is a full service, in-house prescription benefit administrator that includes mail and specialty drug dispensing. We are a premiere nationwide Prescription Benefit Administrator headquartered in Lawrenceville, New Jersey.
Website: http://www.benecard.com
BeneCard PBF
BeneCard PBF provides self-funded prescription benefit program administration with a personalized approach through focused, clinical expertise. Our business model operates on a customized claim processing system offering unlimited capability and flexibility to respond to client needs in an evolving marketplace. Advanced clinical programs and advanced technology provide the framework to maximize the use of all data elements available. This allows BeneCard PBF to filter the information, focus on clinical opportunities and facilitate interaction between the physician, the pharmacist and the patient to effectively promote complete health care. Headquartered in Bonita Springs, Florida.
Website: http://benecardpbf.com
National Vision Administrators
For over 40 years, National Vision Administrators (NVA) has been meeting the vision benefit needs of public employer groups, Health & Welfare Funds, Associations and Coalitions. Providing millions of people throughout the United States with vision care programs that help them be smarter buyers of eye care and eyewear, NVA is particularly well suited to address today's health benefit challenges as it relates to eye care. We offer cost-effective, customized vision benefit programs that are clinically integrated. We are proud of the fact that we have retained over 99% of our clients and believe it is the greatest testimony to the high-quality benefits and service satisfaction we provide to both our clients and their members. Headquartered in Clifton, New Jersey.
Website: http://www.e-nva.com
We are an Equal Opportunity employer.