Shift Supervisor

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

📋 Description

• Oversee, mentor, coach, and enhance the skills of the Customer Service Representative team.

• Manage daily operations and enhance performance within the Customer Service Contact Center.

• Ensure compliance with Department of Defense TRICARE requirements as well as Revelations’ policies and procedures.

• Guarantee that production, accuracy, and quality metrics are achieved in a multi-channel contact center dealing with DoD claims, enrollment, approved medical authorizations, and appointment scheduling.

• Engage directly with both internal and external customers.

• Assess Contact Center performance levels, identify training needs, and formulate staff action plans.

• Review real-time and historical reports to ensure service levels and contract obligations are fulfilled.

• Evaluate CRM and customer portal entries for correctness and appropriate management.

• Provide guidance to employees regarding performance issues and oversee Performance Improvement Plans.

• Draft performance evaluations for managerial review.

• Collaborate with management and Human Resources on performance and behavior-related matters.

• Assist employees in creating development plans and identifying talents to enhance Revelations’ internal talent pool.

• Uphold internal standards, guidelines, and procedures regarding customer service and performance.

• Ensure compliance with TRICARE, CRM, and customer portal protocols.

• Work alongside Workforce Management to plan and modify employee schedules to guarantee sufficient coverage.

• Support employee selection, coordinate new-hire training, and lead Contact Center training initiatives.

• Conduct staff meetings and communicate any changes or issues affecting the Contact Center.

• Support staff with customer interactions that require supervisory intervention.

• Execute Customer Service Representative duties as required while providing operational oversight and direction.

• Prepare and manage the training budget while maintaining expense records and reports.

• Perform additional duties as assigned or necessary.

⛳️ Requirements

• High School Diploma or G.E.D. is required.

• U.S. Citizenship is necessary.

• Ability to successfully undergo a favorable Interim and finalized Department of Defense (DoD) background investigation.

• A minimum of 3 years’ experience in a contact center customer service environment.

• At least 2 years of supervisory or leadership experience guiding teams to achieve performance goals.

• Exceptional verbal and written communication skills.

• Strong presentation abilities.

• Proficient with various multimedia training platforms and methods.

• Capable of assessing and researching training options and alternatives.

• Competent in designing and executing effective training and development programs.

• Highly skilled with Microsoft Office Suite and related software applications.

• Preferred: College education or equivalent experience.

• Preferred: Knowledge of medical terminology.

• Preferred: Experience with TRICARE.

• Ability to operate effectively in a detailed, multi-tasked, and fast-paced production environment.

• Regular and reliable attendance is mandatory.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.

• Paid time off and holidays.