Supervisor

Position summary:

The Supervisor will be part of a team responsible for the support of the CMS CCO Programs.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

Provide supervision and leadership to Customer Service Representatives, with the goal of meeting program objectives and customer service level agreements. Additionally, the successful individual in this role will:

• Practice CTI Core Values and act as a role model.
• Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
• Assume leadership responsibility for department tasks and call center activities as required
• Complete and deliver employee performance appraisals.
• Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers and Program Managers within functional areas of the CMS Project.
• Participate in interview process and recommend hiring call center staff.
• Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
• Attend Calibration sessions for the purpose of keeping current on quality changes.
• Facilitate and deliver training as required under CMS department guidelines including EJT, initiatives, and up training.
• Act as a Point of Contact as required
• Support and enforce call center expectations as well as departmental and corporate policies and procedures.
• Log in to Queues as required during high call volume and/or all hands status.
• Communicate pertinent program updates in a timely manner.
• Maintain department records.
• Complete and deliver performance warnings as applicable.
• Review contract scope and requirements.
• Ability to pass a federal and local criminal background investigation.
• Perform other duties as assigned.

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
• Written Expression - The ability to communicate information and ideas in writing so others will understand
• Written Comprehension - The ability to read and understand information and ideas presented in writing
• Speech Clarity - The ability to speak clearly so others can understand you

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.
• Available for work from 0800 to 2200 or 24/7 during Open Enrollment Periods.

Education and Experience:

• Bachelor's degree or equivalent work experience preferred.
• 6 months supervisor or leadership experience required.
• Minimum 2 years’ customer service, leadership and team interaction skills are required.
• Ability to communicate effectively in English, both verbally and in writing.
• Uses good judgment, ability to make independent decisions and proactively solve problems as required.
• Must be organized and have strong time management skills.
• May be required to work off-shift, and occasional travel to customer and other Maximus sites may be required.
• Experience with, or knowledge of, the Marketplace Program and health insurance industry preferred.
• Must have PC skills (Microsoft Office) with an emphasis on Excel.
• Basic math skills required.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
• Ability to interact with all levels of management.
• Strong analytical and organizational skills.
• Bilingual ability is a benefit
• May be required to work holidays.