Position Summary:

The Back End Operations Supervisor provides daily leadership and oversight to Operations team members with up to 25 direct reports. This individual is responsible for assuring all work is completed accurately and timely to meet or exceed client expectations. The Operations Supervisor position will need to work closely with other Operations leaders who, collectively, will have responsibility over all functions of Back End Operations which include Benefit Services, Claims Processing, Data Entry, and/or Mailroom. Additionally, the Operations Supervisor will be responsible for coordinating with internal IT Helpdesk Support resources which may include providing level one troubleshooting support to operations staff before dedicated IT staff can provide higher level support needed. This position will also be a reliable partner, offering support and applying project management skills and subject matter expertise to other departments in the organization including Finance, Provider Relations, Sales/Account Management, and IT/Emerging Business Solutions.

Essential Functions:

• Supervise and provide leadership to team members, including typically 15-25 direct reports. Operations Supervisors are tasked with being available and providing leadership support and guidance to all Back End Operations resources outside their direct purview if another Supervisor is temporarily unavailable.
• Monitors call/claim queues and makes necessary adjustments to workflow or schedules as needed.
• Understand or willingness to learn the front-line jobs of both the Claims Processing and Benefit Services.
• Motivates and encourages all team members through positive communication, coaching, recurring 1-on-1 meetings, and soliciting and responding to feedback from team members.
• Performs employee goal setting, reviews, including recommending career path movement, promotions, salary increases, and disciplinary actions for all direct reports (typically 15-20 individuals).
• Responsible for partnering with Human Resources and staffing firms for interviewing and hiring of personnel including temporary, temp-to-hire, and/or contingent workers.
• Identifies departmental training needs and provides or arranges for appropriate training.
• Makes suggestions to management on business process improvements based on observations within Operations environment.
• Plays essential role as a key stakeholder in organization-wide projects and strategic initiatives. Duties may include identifying and documenting impacts to operational procedures and work-flows, and participating in the implementation and user acceptance testing of solutions effectively.
• Communicates and implements new and changes in policies and procedures to team members, including the development of new desk procedure documents.
• Evaluates performance of personnel through quality assurance audits and reporting, including providing coaching as necessary.
• Completes bi-monthly payroll and maintains current attendance records on personnel.
• Maintains a good working relationship with clients and outside vendors.
• Maintains daily, weekly, monthly, and annual reports of essential production and statistical Information used in the Operations Department.
• Monitors production, system errors and all reports related to Operations.
• Coordinates with and respond to inquiries from other departments as needed, including urgent time-sensitive items such as creating IT Helpdesk support tickets on behalf of team members or researching and responding to BOI complaints.
• Reports any unusual system or employee problems to Manager or Director.
• Other duties as assigned.

Qualifications/Education/Experience:

• Two plus years of contact center or other customer service experience.
• Excellent computer skills and fluency with Microsoft Office suite including Outlook, Excel, and Word.
• Supervisory experience preferred.
• Prior dental/medical background preferred.
• Experience in project management and business analysis would be beneficial.
• Strong organizational/time management skills and multi-tasking abilities. Must have demonstrated abilities to handle multiple competing priorities while being able to quickly pivot from one area of focus to the next.
• Detail-oriented; flexible and creative.
• Interpersonal and communication skills to work effectively with all levels of staff. Ability to maintain confidentiality.
• Demonstrated strong coaching, interpersonal and effective leadership skills.
• Ability to work well under pressure and meet deadlines/objectives with minimal direction.
• Strong supervisory, analytical, problem solving and contact resolution skills. Call monitoring experience and demonstrated success with client escalations preferred.
• Working knowledge of call center concepts and telecommunications technology.
• Ability to understand, follow, and enforce work rules, policies and procedures. Ability to effectively communicate concepts and make presentations.
• Demonstrated experience leading and motivating teams and getting results through others.
• Ability to think and plan strategically for organizational success.
• Strong interpersonal and communication skills.
• Experience creating and managing service tickets using JIRA is a plus.
• May occasionally need to work on weekends and/or holidays to test phone lines or respond to service disruptions.