Supervisor-Retiree Services Call Center

Responsibilities

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  Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Retiree Services department at the 1199SEIU Benefit and Pension Funds; oversee call volume to achieve and maintain optimum efficiency in meeting service levels
• Conduct daily monitoring of calls using Call Management System (Cisco/CUIC); generate and review reports for trending, system issues, and repeat calls to ensure quality
• Prepare, analyze and maintain daily, weekly, and monthly reports associated with attendance, production and workflows to identify potential deficiencies and initiate corrective actions as needed
• Prepare probationary performance evaluations; monitor and evaluate direct reports’ achievement of performance standards; identify areas for development, create improvement plans; coach and counsel staff; administer disciplinary actions on attendance and production to improve workflow processes
• Assist staff in resolving complex member issues; meet with staff to discuss workflows, process improvement, individual production, and departmental compliance to ensure members are receiving excellent customer service
• Supervise staff in accordance with established departmental, Human Resources guidelines and provisions of the Collective Bargaining Agreement; Monitor and process staff time and attendance via timekeeping system (E-time)
• Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, prepare performance evaluations, monitor and evaluate achievement of performance standards (i.e. productivity, accuracy, and attendance); identify strengths, areas for development, coach and counsel as appropriate
• Access all web-based applications relevant to members’ inquiries or escalations (i.e. Super Screen, BeneFAQs V3, Medco, Super Screen, etc.)
• Conduct team huddles and attend various meetings; ensure continuity in communication exists within the department
• Audit QNXT Call Tracking folders, Vitech Workflows and Super Screen, to ensure accuracy of content and delivery
• Perform additional duties and projects as assigned by management

Qualifications

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  Bachelor’s Degree in Business Management, Communications or equivalent years of experience required;
• Minimum three (3) years high volume call center experience as a Telephone Representative in a health insurance or benefits environment required; to include one (1) year in a leadership or team lead role a must
• Knowledge of Fund benefit plans, rules and eligibility preferred (1199SEIU National Benefit Fund, Greater New York Fund, Home Care Employees Pension Fund and Home Health Aide Benefit Fund)
• Knowledge of call tracking systems and web-based applications (CISCO, QNXT, V3, BeneFAQs, Super Screen); intermediate skill level in Microsoft Word, Outlook and Excel preferred
• Good leadership skills and ability to direct and motivate staff; superb communication skills both verbal and written
• Excellent critical thinking and problem solving skills; able to work well independently and as a team player
• Demonstrated organizational skills with ability to multi-task and meet operational deadlines
• Ability to work well under pressure, maintain professional manner and presentation
• Member Services hours are from 8:00 am until 6:00 pm; shifts are subject to change and/or availability
• Must meet performance standards including attendance and punctuality