Customer Service Supervisor

Job Summary:

Reports to the Operations Manager, CSD/Lead Customer Service Supervisor. The Customer Service Supervisor provides initial and ongoing training to Customer Service Representatives. The position also assists representatives in providing excellent customer service and handles any escalated calls that arise. This position will supervise a team of up to 15 Customer Service Representatives. Works in collaboration with CSD Leadership and Account Managers while providing direction, leadership, coaching, and mentoring to the assigned Team.

Responsible for performance management of assigned team members; ensures that work is distributed equitably amongst team members; Instructs and guides the assigned team and manages daily tasks related to active and past cases according to Client Specific Procedures. Is accountable for the efficiency and quality assurance of procedures. Is responsible for general oversight of the Team’s performance and adherence to Company Policy. Approves and/or denies all requests for time-off as permitted under Company Policy with agreement of Operations Managers or Director.

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Principal Duties and Responsibilities: *

Supervision and Training

• Responsible for supervision of call floor operations during hours of operation which includes evenings, weekends and holidays
• Ensures that Customer Service Representatives are handling customer issues and requests timely and effectively, following proper procedures as detailed in performance guidelines and Best Practices, and according to the Quality Objectives
• Responsible for the completion of Quality Assurance evaluations for team members
• Coaches and develops Customer Service Representatives/Assistance Coordinators focusing on product knowledge, processes & procedures, phone etiquette, and related customer service skills
• Supports initial Department orientation and onboarding for new hires with the help of the Training Manager, CSD
• Assists in conjunction with Operations Managers, with the issuance and the follow-up of the Department’s team schedule
• Supports team members, conducts regular coaching sessions with all team members to review escalated calls & cases, training opportunities and individual performance metrics
• Documents employee performance including disciplinary action, up to and including termination
• Provides leadership support and back-up in the absence of other Supervisors and Manager
• Participates in the ongoing improvement of Customer Service Department’s training curriculum
• Assists in the interview process and hiring of new team members
• Writes and delivers performance reviews for direct reports and provides measurable benchmarks and goals for each team member
• Responsible for timecard management of team members, including time off requests

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Customer Service*

• Responds to escalated calls and provides resolution to issues and concerns of customer, providers and insureds, has the organizational ability to escalate the issue to upper management as required
• Works closely with other departments to assist them with customer service issues
• Assists with inbound calls and emails when volume warrants
• Provides internal customer service assistance and support to team members and other departments as required

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Administrative Support and Coordination*

• Analyses of the data yielded by performance and quality reports, identifying trends, and interpreting data to improve employee performance
• Schedules and conducts daily team huddles, team meetings, and root cause problem solving
• Represents Customer Service leadership by participating in planning and implementation meetings with other departments
• Stays informed and current on policy/procedural changes within the company
• Collects Weekly/monthly activity facts and figures of Department (calls, emails, faxes…) and reports to the upper management which requires knowledge of reporting functions, such as Genesys, Reporter, monthly statistics as well as creating related reports

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Leadership*

• Exhibits confidence in self and others; Inspires and motivates others to perform well
• Effectively influences actions and opinions of others, inspiring respect and trust
• Accepts feedback from others; Provides vision and inspiration to peers and subordinates
• Gives appropriate recognition to others
• Displays passion and optimism about the organization when interacting with internal and external employees

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Lean Management System and Principles*

• Commitment to Lean tools and leadership practices in all aspects of job performance
• Enables employees to contribute to their fullest potential
• Connects strategy, goals, and meaningful purpose for employees
• Discovers better ways of working.
• Delivers value efficiently to the customer

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Required / Desired Knowledge, Experiences and Skills: *

• Minimum 2 years’ experience in a current Customer Service Department (CSD), or equivalent call center environment within the industry
• Prior knowledge and experience in healthcare, insurance and multi-lingual Assistance/Call Center environments
• Prior experience in ISO or other Quality Assurance Management programs is highly desired
• Excellent verbal and written communication skills and ability to manage and prioritize tasks
• Excellent presentation and training skills
• Excellent motivational and problem solving skills
• Multilingual with excellent English language skills
• Excellent interpersonal skills necessary to interact positively with clients, providers and internal staff. Must represent the organization in a professional and knowledgeable manner
• Advanced knowledge of medical terminology and the US healthcare system
• Essential computer skills: MS Office (Word, Excel, Power Point and Outlook), advanced typing skills and Internet research
• Strong time management; Ability to prioritize duties and manage workload in an effort to complete all duties in a timely manner
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to apply concepts of basic algebra and geometry to tasks such as reporting and testing
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write routine reports, business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• High stress tolerance
• Flexible to support the needs of the 24/7 Customer Service Department
• Prior supervisory or management experience

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Education/Certifications: *

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Associates Degree or equivalent

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Physical Working Environment: *

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

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Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran_

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Job Type: Full-time