Call Center Operations Supervisor

Job Title: Call Center Operations Supervisor

Location: Plantation FL 33322

Duration: Fulltime

Shift: 11:00 am EST - 8pm EST /12:00pm EST - 9pm EST

Job summary:

Primary Responsibilities

• Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
• Perform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling.
• Supervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
• Ensures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
• Ensures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
• Knowledgeable of team members' KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
• Works with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization.
• Utilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
• Provide direct agent assistance and respond to all requests for assistance and guidance.
• Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance.
• Assist MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits.
• Ability to remain confidential with all proprietary information
• Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines
• Performs additional duties as assigned by Management based business demands
• Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment
• Ability to work well under pressure in a highly dynamic and fast-paced environment
• Ability to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise
• An engaging, compassionate, energetic, and enthusiastic attitude required
• Excellent verbal and written communication skills
• Ability to work a flexible schedule based on operational demands (day, night, weekends, holidays)

Skill Requirements

• Associate’s or Bachelor’s Degree preferred, or equivalent work experience required
• 3 years of Contact Center experience required, preferably in the Health Care industry
• 1 years of Supervisory experience preferred
• Proficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
• Highly Proficient in Excel, Word, and PowerPoint applications