Shift Supervisor

Shift Supervisor

Location: Remote 

FSLA Status: Exempt 

Reports to: Department Manager 

EEO Category: First/Mid-Level Managers

Job Summary:

Supervises, trains, coaches, and develops the Customer Service Representative team. Supervises the daily operations and drives performance in the Customer Service Contact Center. This position ensures compliance with the Department of Defense TRICARE requirements, and Revelations policies and procedures. Ensures production, accuracy and quality metrics are met in a multi-channel contact center environment that manages Department of Defense claims, enrollment, approved medical authorizations, and appointment scheduling. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.

Duties/Responsibilities:

• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors real-time and historical reporting to ensure department service levels and contract requirements are met.
• Reviews CRM and customer portal entries for accuracy and appropriate handling of encounters and inquiries.
• Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Resources on performance and behavior issues. Assists employees in creating development plans and helping employees identify talents that expand Revelations’ internal talent pool while enhancing employee engagement.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Customer Service Representative Team follows protocols for TRICARE guidelines, as well as CRM and customer portal guidelines.
• Provides for adequate coverage of Contact Center by partnering with the Workforce Management Team to plan and adjust employee work schedules.
• Assists with the employee selection process, supports the coordination of the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention.
• As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.
• Performs other duties as assigned.
• Regular and reliable attendance is required. Prepares and implements training budget; maintains records and reports of expenses.
• Performs other related duties as required.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Strong presentation skills.
• Adept with a variety of multimedia training platforms and methods.
• Ability to evaluate and research training options and alternatives.
• Ability to design and implement effective training and development.
• Extremely proficient with Microsoft Office Suite and related program software.

Education and Experience:

Required

• High School Diploma or G.E.D.
• U.S. Citizenship
• Must be able to receive favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
• 3 years’ experience in a contact center customer service environment
• 2 years supervisory or leadership experience leading teams to meet performance targets.

Preferred

• College education or equivalent
• Knowledge of medical terminology
• TRICARE experience

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.