Contact Center Supervisor (Government)
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
- High School Diploma or equivalent required, Associates or Bachelor's degree preferred
Experience:
- 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Prefered.
Mandatory Skills:
- Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Ability to improve and/or transform team processes across functions within the organization.
- Ability to understand basic data and take appropriate action.
- Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Ability to effectively lead and develop team towards improved performance.
- Ability to delegate and manage work loads and projects across functions within the organization.
- Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools.
- Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
Roles & Responsibilities:
- Coach and develop team to achieve account specific and organization CPIs and KPIs.
- Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.
- Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
- Responsible for clearly communicating client and organization's expectations on an individual and team basis.
- Develop daily and weekly action Plans to address individual performance in relationship to team performance.
- Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
- Responsible for handling escalated and non-resolved customer calls.
- Participate in cross-functional activities and communication to further Company's capabilities and improvements.
- Responsible for communicating by personal example and ongoing dialogue compliance to Company's policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
- Promote teamwork and cooperative effort.
- Help train and provide guidance to other CSRs within the organization
- Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
- Provide internal and external customers with the highest quality service.
Salary Range: $18.75 hourly and up dependent on experience
Sagility Offers Competitive Benefits Including:
- Medical
- Dental
- Vision
- Life Insurance
- Short-Term and Long-Term Disability
- Flexible Spending Account
- Life Assistance Program
- 401K with employer contribution
- PTO and Sick Time
- Tuition Reimbursement
Join our team, we look forward to talking with you!
An Equal Opportunity Employer/Vet/Disability
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