My client is hiring for a Call Center Supervisor to join their team! Are you a leader, energetic, dependable, detail oriented, strong work ethic, & results driven? They administer health plans and pension benefits to participants and employers throughout Northern California!
Overseeing a staff of 14. Responsible for day-to-day supervision of Member Services within the Health & Welfare Department: Please send your resume if interested! kathie.calderara@LHH.com
Onsite: Concord
Salary Target: $90,000 to $108,000 DOE Plus benefits!!
Job Summary:
Supervise Member Services in Health & Welfare Department.
Oversee daily work distribution and performance metrics.
Communicate improvements and recommend solutions.
Ensure accuracy of timecards and adherence to policies.
Essential Duties and Responsibilities:
Supervise call center leads and representatives.
Hold regular meetings and training sessions.
Daily supervision of call center staff and manage call center metrics.
Track and update phone and processing statistics.
Perform quality monitoring and provide feedback.
Recommend and implement policy and workflow improvements.
Provide performance feedback, coaching, and discipline.
Enforce organization policies and laws.
Review and code timecards.
Participate in hiring, orientation, and training processes.
Communicate quality assurance and improvement goals.
Participate in data validation and system testing.
Coordinate with vendors to resolve member issues.
Respond to escalated calls and resolve complex issues.
Communicate policy changes and prepare related materials.
Train staff on paperwork and provide additional support.
Coordinate and review phone audits.
Ensure accuracy and quality of Member Services work.
Participate in open enrollment planning and member educational fairs.
Participate in project development and implementation.
Minimum Job Requirements:
Associate degree in a related field and 1 year of related experience, including supervisory experience.