Contact Center Supervisor

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Oversee the daily operations of the Contact Center, including management of agents and support personnel.

• Ensure that the activities of the Contact Center align with program goals, meet customer expectations, and adhere to efficiency standards.

• Supervise agents who assist callers with inquiries regarding Medicaid benefits, general questions, and renewal processes.

• Develop and maintain staffing schedules while documenting attendance records.

• Keep accurate personnel records related to employee performance and attendance.

• Provide coaching and mentorship to staff on best practices in customer service, policy adherence, and program knowledge.

• Monitor agents and provide coaching for compliance with Quality Assurance standards.

• Manage the updates and distribution of Contact Center performance metrics.

• Assess individual performance reviews and evaluate overall team effectiveness.

• Contribute operational insights to inform strategic decisions.

• Monitor system performance and address operational issues as they arise.

• Assist with troubleshooting hardware and software issues.

• Keep agents updated on new work practices, program policies, and changes in technology/information security.

• Engage in program touchpoints and respond to inquiries.

• Stay informed about evolving project directions.

• Provide phone coverage as needed.

• Complete mandated compliance training along with other assigned responsibilities.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Exceptional verbal and written communication abilities.

• Proven capability to lead, manage, and inspire a team.

• Strong experience in decision-making and problem-solving.

• Demonstrated proficiency in Microsoft Office Suite, including Teams, Outlook, and Excel.

• Excellent organizational skills and meticulous attention to detail.

• Strong interpersonal, analytical, and problem-solving skills.

• Ability to effectively communicate operational and staffing issues to management with actionable solutions.

• Understanding of Contact Center operations, technologies, and data management practices.

• Willingness to adapt to ongoing changes in expectations and responsibilities.

• Outstanding time management skills and the ability to meet deadlines.

• A history of high performance, attendance, and strong work ethic.

• Ability to work independently with minimal supervision.

• Strong customer service orientation and capability to handle challenging situations.

• Flexibility to work on any day of the week, shift, or project as required by business needs.

• Personal computer running Windows 10/11 or macOS, with a minimum of 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB of available disk space.

• Device must support the Edge browser and enable multi-factor authentication.

• A consistent internet speed of 100 Mbps download and 40 Mbps upload is recommended for optimal user experience.

• Preferred: prior experience in a Medicaid or health insurance contact center.

• Preferred: higher education credits or a degree.

• Preferred: familiarity with contact center software.

• Preferred: bilingual proficiency in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian.

🏝️ Benefits

• Opportunity to work remotely using a Virtual Desktop Interface (VDI).

• Flexible eligibility to work any day of the week, shift, or project as required by business needs.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.