Supervisor, Contact Center

JOB SUMMARY: This position will be responsible for the day-to-day operations within the call center. Call monitoring, providing coaching and performance feedback, handling escalations, tracking rep and team will be the primary focus of the job. The Supervisor will also need to answer inbound calls and make outbound calls as needed. The Supervisor will be responsible for maintaining policies and procedures as well. Work on weekends, nights and some holidays will be required.ESSENTIAL DUTIES AND RESPONSIBILITIES:Meet daily, monthly and annual performance objectivesMonitor phone calls and provide coaching and feedback to customer service representativesProvide ongoing coaching and performance feedbackDevelopment of training and support documentation to ensure that all call center representatives are properly trained and prepared to service membersRoutine monitoring of call metrics such as Abandonment Rate, Average Speed of Answer, and Service LevelReport on customer service metrics including call performance and customer satisfactionPeriodic retraining of staff Ensure that customer service is provided in a culturally competent manner and that the language and cultural need of members is being metAssist in the development and implementation of customer satisfaction surveys and the subsequent interventions associated with their resultsConduct Quality Assurance monitoring and scoringProvide support for escalated issuesRespond timely to emails from internal and other departments via the Help BoxTroubleshoot and resolve complex callsAnswer inbound phone calls and/or make outbound phone calls as needed, including on the Help LineMaintain strong working relationship with co-workers and managers in support of a cohesive team atmosphereBe proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficienciesCoordinate, supervise and is accountable for the daily/weekly/monthly activities of a team membersSet priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and Average Handle TimeCoordinate work activities with other supervisors, managers, departments, etc. Identify and resolve operational problems using defined processes, expertise and judgmentProvide coaching and feedback to team members, including formal corrective actionConduct annual performance reviews for team membersProvide expertise and customer service support to members, customers, and/or providersOther duties as assignedQUALIFICATIONS:Bachelor’s Degree or equivalent work experience is requiredThree years of call center experience, prefer three years of leadership experience in a call center environment Ability to provide oversight and lead team to meet day to day operational objectivesAbility to create, edit and maintain documentationAbility to deliver training and employee feedbackAbility to write business requirementsKnowledge of Outlook, Excel and Word is requiredKnowledge of SharePoint and MS Teams is preferredExcellent written and oral communication skills are requiredDemonstrated ability to work in a fast-paced environmentFlexible work schedule as needed to support night and weekend workProven track record of reliabilityWe are an equal opportunity employer