Job Summary: The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements.

Essential Job Duties:
Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
Perform tasks to assure project and program service level requirements and goals are met
Assume leadership responsibility for departmental tasks and contact center activities as required
Participate in meetings and recommend changes to policies and procedures
Support and enforce contact center expectations and company policies and procedures
Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to Care Authorization Specialists
Assist with escalated issues or cases as needed
Evaluate employee key performance indicators and identify training needs and development opportunities
Develop work schedules and assign duties to direct report personnel to ensure efficiency
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
Evaluate employees’ job performance and recommend appropriate personnel action
Perform other duties as assigned by leadership

A Bachelor?s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
4 years? experience in a supervisor role, preferably in a call center or customer service environment required
Ability to manage a high level of confidentiality
Proficient in Microsoft office suite
Excellent organizational, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to work as a team member, as well as independently

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