SUPERVISOR, CUSTOMER CARE


Job Summary

Supervises the day-to-day operations of the Customer Care Center.  This includes ensuring staff are meeting performance expectations, including company multi-channel customer contact performance measurements.  Ensuring productivity and quality service measures are met, workflow needs are identified and addressed appropriately, and directing other departmental activities as needed. 

Supervisor will work with the team to build effective team relationships and a culture of promoting great service, quality and integrity.

Supervisor will work collectively with staff to ensure standards and performance are consistent as well as build a unified team atmosphere.   

Supervisor is part of the Operations Leadership team, which is a high functioning team that collaborates and ensures efficiency, productivity, and quality enterprise-wide.  It also supports the company strategies surrounding client retention and growth.


Main Duties

1.              Maintains appropriate staffing levels by coordinating PTO and verification of time clock. 

2.              Manages team performance to meet established service level objectives.

3.              Monitors individual performance levels of departmental staff and provides appropriate feedback.

4.              Tracks and trends internal and external department issues.

5.              Identifies system issues, helps troubleshoot and suggests resolutions.

6.              Creates and organizes weekly department meeting agendas. Facilitates other department meetings as needed.

7.              Represents department in internal and external relationships.

8.              Maintains current phone skills for support of escalated calls as well as assisting phone queues during busy times.

9.              Participates in and/or leads corporate initiatives.

10.          Prioritizes projects seeking assistance from Manager when appropriate. 

11.          Other tasks as assigned by Manager.

12.          Occasional travel may be required. Approximately (1 or 2 times per year to corporate office).


Requirements

1.              AA/AS degree or equivalent preferred or High School degree/GED and equivalent work experience.

2.              Minimum 5 years insurance experience preferred.

3.              Minimum 2 years contact service center experience.

4.              Minimum 2 years supervisory experience.

5.              Excellent verbal and written communication skills.

6.              Excellent computer skills in a Windows environment and experience with claims processing software applications.

7.              Ability to multitask and work in a stressful environment. 


Physical Requirements:

Ability to see and hear at normal levels with or without aid.

Ability to sit for long periods of time.

Finger and hand dexterity.

Ability to bend and twist

Ability to lift a minimum of 10 to 20 pounds.


Our Benefits

Become a First Choice Health employee and enjoy our generous benefit package. We offer competitive benefits that are much beyond the traditional basics.

Click here to learn more about our competitive benefit package.


How to Apply

Please submit your resume to [email protected].

Additional information about our company may be found on our website www.fchn.com