Inbound Contact Center Supervisor jobs in Houston, TX

JOB SUMMARY :

Experienced in a Health Care / Plan Customer Service Center professional. Individual should possess extensive knowledge of health insurance.

Experience in working on projects; assisting staff, ad hoc support to other areas as needed. Exhibits leadership qualities.

Customer Service Supervisor :

They will coordinate with the Customer Service Center Coaches to develop and foster a highly effective team, ensuring that established goals and standards are met, manages daily workload to uphold productivity levels, quality outcomes, performance guarantees, timeliness, and customer satisfaction metrics.

Works with other departments to address complex issues for an appropriate resolution. Assist in process improvement initiatives.

MINIMUM QUALIFICATIONS :

Education / Specialized Training / Licensure : H.S. Diploma Associates degree preferred.

Work Experience (Years and Area) : Three years of experience with health insurance, managed care, or other related experience required.

Preferred knowledge of Contact Center operations.

Management Experience (Years and Area) : Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.

Exhibits leadership qualities. Preferred knowledge of Contact Center operations.

Software Proficiencies : Microsoft Word / Excel / PowerPoint required.

JOB SPECIFICATIONS AND CORE COMPETENCIES :

Customer Service Supervisor :

Essential Functions

Exhibits leadership qualities

Assisting Staff

Projects

Marginal Functions

Ad hoc support to other areas as needed

1 : 1s and Team Huddles

Responsible for facilitating huddles with the staff regularly to provide departmental updates or changes

Responsible for providing timely feedback to staff on performance and other areas of measurement

Staff Observations / Audits

Responsible for observing staff to ensure compliance with processes and workflows

Responsible for auditing quality evaluation forms, coaching plans, calibration summaries, and other documents as needed

Marginal Functions

Interviewing and Hiring New Staff

Updating QA Forms / Guides

Other Similar / related duties as assigned per the business needs

Marginal Functions

Set and lead monthly meeting to identify and resolve escalated issues

Responsible for records retention policy and associated activities

Last updated : 2024-04-23