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.
will work with the team to build effective team relationships and a culture of
promoting great service, quality and integrity.
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.
appropriate staffing levels by coordinating PTO and verification of time
team performance to meet established service level objectives.
individual performance levels of departmental staff and provides appropriate
and trends internal and external department issues.
system issues, helps troubleshoot and suggests resolutions.
and organizes weekly department meeting agendas. Facilitates other department
meetings as needed.
department in internal and external relationships.
current phone skills for support of escalated calls as well as assisting phone
queues during busy times.
and/or leads corporate initiatives.
projects seeking assistance from Manager when appropriate.
tasks as assigned by Manager.
travel may be required. Approximately (1 or 2 times per year to corporate office).
degree or equivalent preferred or High School degree/GED and equivalent work
5 years insurance experience preferred.
Minimum 2 years
contact service center experience.
2 years supervisory experience.
verbal and written communication skills.
computer skills in a Windows environment and experience with claims processing
to multitask and work in a stressful environment.
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.