Contact Center Supervisor

Overview
We are currently seeking a call center professional to join our growing team. The Supervisor will lead a group of contact center agents and coach them to provide exceptional customer experiences for our patients.

This is a full-time position, working on site in Parsippany, NJ Monday - Friday and every other Saturday.

The ideal candidate will have experience working in a healthcare related call center and managing standard call center metrics. Someone who is data driven and have a proven track record in increasing efficiencies. Ability to analyze reports on KPI’s for the team and department.

The candidate we are seeking will be responsible for developing and implementing training programs to improve representative’s skills and knowledge. In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues while working in a fast-paced environment with a focus on achieving results and meeting deadlines.

Additional position details:

• Hires, coaches and develops Contact Center Agents to respond to patient questions.
• Ensures agents understand and comply with all call center objectives, performance standards, and policies.
• Answers agent questions regarding, policies, procedures, best practices or difficult calls. Handles escalated patient calls and general complaints.
• Identifies operational issues and suggests potential solutions.
• Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate.
• Prepares reports and analyzes data to assist management to determine call center goals.
• Works with other members of the leadership team to support agents and maximize customer satisfaction.
• Maintains day to day call center operations and correspondence workflows.
• Provides leadership, support and guidance to all team members and assists in refresher and quality training.
• Issues written and oral instructions.
• Prepares and performs individual monthly feedback sessions and associates’ yearly reviews.
• Ongoing analysis of procedures and calls to improve call handling and claims processing efficiency.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Conducts/attends various meetings and communicates information directly to team members.
• Reviews timecards, attendance and schedules in accordance with attendance standards.
• Ensures that all company practices and policies are adhered to.

What We Offer

· Competitive salary plus bonus earning potential

· Career advancement opportunities

· Paid time off

· Medical/Dental/Vision/Disability

· 401K (with matching)

Essential Qualifications

· Accountability

· Adaptability-Flexibility

· Strong analytical and problem solving skills

· Ability to interpret data and make informed decisions

· Communication

· Customer Focus

· Listening Skills

· Creativity/Innovation

· Problem Solving-Analysis

· Vision & Values

· Collaborative Process-Teamwork

· Dependability

· Experience with call center software, technology and systems such as ACD, IVR and CRM

Technical and Functional

Ability to provide excellent customer experience, internally and externally.

• Ability to handle multiple priorities and exceptional organizational skills.
• Excellent verbal and written communication skills.
• Must be detail oriented.
• Computer savvy.
• Must be passionate about success and self-sufficient.
• Ability to work successfully and collaboratively in a team environment.
• Excellent leadership, facilitation and decision-making skills.
• Strong problem-solving and analytical skills.
• Strong technical proficiency, including experience with MS Office Suite.

Required Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform extensive close keyboard and PC work.
• Ability to walk, talk and hear.
• Occasionally required to stand and reach with hands and arms.

Working Environment

• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

Experience, Education and Certifications Required

Experience Required

• Minimum of 3 years leadership experience preferably in an insurance company with customer service management responsibility

Required Educational Level

• Bachelor’s Degree or equivalent work experience

Join us as we welcome each day with a proactive spirit, a warm heart and a professional attitude.

Job Type: Full-time

Pay: From $65,000 - 70,000.00 per year with annual bonus potential

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday start time varies from 7:30 a.m. - 11:00 a.m. working 8 hours shifts with 2 late nights till 8:00 p.m.
• Every other Saturday from 9:00 a.m. - 5:30 p.m.

Ability to Relocate:

• Parsippany, NJ 07054: Relocate before starting work (Required)

Work Location: In person

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $65,000 - $70,000