Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Call Center Supervisor to support staff providing telephone customer service support.

This is an on-site position in Valencia, CA.

JOB RESPONSIBILITIES:

• Monitors and reviews reports for performance statistics, daily
• Manages abandonment rate
• Runs and monitors dialer campaigns
• Manages Available time per agent
• Maintains sufficient phone coverage in specialty queues
• Monitors, evaluates and assists with follow up on team hold screens
• Monitors and ensures completion of returned documents
• Monitors quality and productivity of agents and generates reports
• Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
• Answers questions and recommends corrective services to address customer complaints
• Coaches agents through side-by-sides, monthly
• Determines work procedures, prepares work schedules, and expedites workflow
• Studies and standardizes procedures to improve efficiency of subordinates
• Maintains harmony among workers and resolves grievances
• Prepares and delivers monthly and annual performance reviews with management
• Identifies beneficial training topics based on questions and requests from agents
• Conducts interviews
• Delivers disciplinary action and maintains Key Incident Logs
• Handles and resolves escalation calls

QUALIFICATIONS:

• 2 years supervisory experience, preferably in a call center environment
• Minimum 3-5 years customer service experience
• Health care industry experience preferred
• College degree preferred
• Call center experience preferred
• Customer service leadership experience preferred
• Proficient in Microsoft Word and Excel
• Excellent written and verbal communication skills
• Strong organizational skills

SALARY & BENEFITS:

• $22-45/hour
• Medical, Dental and Vision (Eligible first day of employment)
• Flexible Spending Account
• Life & Disability Insurance
• 401(k) with Company Match
• Vacation and Sick Days
• Paid Holidays
• Education Assistance
• Employee Referral Program

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.