Call Center Supervisor - Health Insurance - OKC

Preferred location: Resident of Oklahoma

Fully Remote!

Hours of Operation: Monday-Friday 8AM to 5PM CT

Very limited support required on weekends!

The Call Center Supervisor coordinates is responsible for directing and supervising employees providing phone or data entry support for the contract. Supervisors are the backbone of each and every team as the front line leadership to their respective employees. Supervisor must have excellent judgment and leadership skills, able to make decisions based on data and information. Supervisors must be able to have difficult conversations, along with holding their peers accountable to difficult conversations to maintain a healthy and productive call center environment.

Essential Duties

• Plans, assigns, and directs the work of the phone agents and data entry staff.
• Performs coaching sessions with each employee on their team and gives constructive feedback in efforts to improve their performance.
• Monitors calls to ensure that CSRs are using appropriate script and information given is accurate and conforms to company and client specific procedures.
• Appraises employee’s performance on a monthly and annual basis.
• Communicates client specific procedure changes to team members as necessary.
• Responsible for rewarding and disciplining employees.
• Addressing complaints and resolving problems for both employees and clients.
• Build morale and group commitments to goals and objectives.
• Collects information on productivity (individually and collectively) to monitor progress toward goals and objectives.
• Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
• Assumes responsibility for providing timely, appropriate responses to requests/suggestions/complaints or refers such comments to the appropriate person.
• Prepares work schedules and maintains adequate staffing for shift needs.

REQUIREMENTS

The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent and/or two or more years of relevant supervisory work experience in a customer service, high volume, and multiple function environment.

Prior Medicare/Medicaid knowledge preferred.

Proficient knowledge of Microsoft Word, Excel, Access and call center specific systems.

Effective communication skills and the ability to listen and communicate effectively with management and staff.

Excellent judgment and leadership skills.

Some limited travel may be necessary

Work From Home Requirements:

• To qualify, you must have verified and reliable internet service with 20mpbs upload and 12 mbps download ability available in your home. Satellite or cellular internet is not allowed.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet workspace.
• Be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, training, performance management, recurring management routines, manual and automated remote monitoring policies, etc.

Conditions of Employment:

• Successful completion of prehire testing
• Successful completion of background check is required for this position.
• Must be able to provide two valid, in-date forms of ID
• Must be able to provide proof of education

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.