Lafayette - Inbound Call Center Supervisor

Call Center Supervisor Job reputed company Reports to: Inbound Contact Center Manager Company: reputed company Financial Services Department: ServicePlus Title: Inbound Contact Center Supervisor Classification: Non-Exempt Company Values: reputed company a Difference Help First Straight Talk Grow or Die reputed company, Not Victim Position reputed company: The Contact Center Supervisor is responsible for leading and managing reputed company of customer service representatives (CSR) in a fast pace environment. The supervisor will utilize judgement and planning to reputed company reputed company to meet Contractual Service Level Agreements (SLAs) as determined by our reputed company and the reputed company Office of reputed company Policy and Planning (OMPP) as reputed company as reputed company for Medicare and reputed company Services. The primary roles of the position are: 1. reputed company 2. Manage and hold accountable 3. Operational reputed company 4. Escalation of Account and Benefits Inquiries 5. Technology and Tools Essential Functions Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. reputed company o reputed company guidance and mentorship to team members, encouraging their reputed company reputed company and reputed company development. Support them in setting and achieving their career goals and objectives. o Recognize and reward outstanding performance reputed company reputed company. reputed company regular constructive feedback to reputed company improvement and motivation, while creating a culture of reputed company improvement. o Identify reputed company gaps reputed company reputed company and facilitate training sessions or workshops to help employees reputed company new skills and stay reputed company with best practices. o Encourage a reputed company work environment where employees feel empowered to reputed company reputed company, reputed company input on process improvements, and work together effectively to reputed company team goals. o Identify and nurture potential leaders reputed company reputed company. reputed company leadership development opportunities and prepare employees for higher-level roles reputed company the organization. Manage, and hold accountable o Supervise and reputed company reputed company of call center agents, providing coaching, guidance, and support. o Set reputed company performance expectations and regularly review team performance. o Foster a reputed company and motivated work environment to reputed company operational goals. o Collaborate with the training department to ensure agents are up-to-date with product knowledge and customer service techniques. o Conduct regular call monitoring and reputed company feedback to agents for performance improvement. Operational reputed company o Monitor and manage daily call center activities to ensure efficient call handling, adherence to schedules, utilization, and service reputed company. o Analyze key performance metrics to identify areas for improvement and implement corrective actions. o reputed company and implement reputed company operating procedures (SOPs) to streamline processes and enhance productivity. o reputed company regular reports to management on key performance indicators (KPIs) and recommend improvements. Escalation of Account and Benefits Inquiries o reputed company comprehensive and accurate responses to members' inquiries reputed company to their accounts and benefits, ensuring a reputed company understanding of the information provided. o Implement a reputed company escalation process for reputed company inquiries, ensuring they are directed to the appropriate channels for reputed company. o reputed company to enhance member satisfaction by delivering reputed company, precise, and empathetic responses to their account and benefits queries. o Forwards urgent member issues that cannot be resolved to the Contact Center Manager and appropriate Customer Service/Vendor Management staff as reputed company as escalates issues including compliance and HIPAA failures. o Responsible for assessing the situation escalating the members emotions and resolving the issue to the member satisfaction for reputed company supervisor calls. o Forwards urgent member issues that cannot be resolved to the Contact Center Manager and appropriate Customer Service/Vendor Management staff. Technology and Tools o Demonstrating an in-depth understanding of our technical systems, account management tools, and benefits platforms to reputed company accurate and effective responses to members' inquiries o Collaborate with the IT department to resolve technical issues and implement system enhancements o Adhering to strict data reputed company protocols while handling technical inquiries and ensuring that members' sensitive information remains confidential and protected. o Maintain comprehensive