Supervisor, Customer Service

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

📋 Description

• Lead, mentor, and nurture a team of contact center representatives.

• Conduct performance assessments, provide constructive feedback, and resolve performance challenges.

• Oversee the training and development initiatives for team members.

• Monitor daily operations of the contact center to ensure adherence to service levels and quality standards.

• Implement and manage processes for effective handling of prior authorization requests.

• Analyze call metrics and performance indicators to gauge effectiveness.

• Identify areas for enhancement and execute corrective measures.

• Ensure outstanding service for providers, members, and clients.

• Address escalated concerns and manage complex cases.

• Collaborate with various departments to refine the prior authorization process.

• Develop and enforce procedures aimed at improving authorization accuracy and efficiency.

• Prepare and present reports on team performance, service metrics, and operational challenges to senior management.

• Utilize data and feedback to enhance contact center performance.

⛳️ Requirements

• Associate degree or higher in Business Administration, Healthcare Management, or a related discipline is preferred.

• A minimum of 3-5 years of experience in a contact center setting.

• At least 2 years of experience in a supervisory capacity.

• Experience in healthcare, insurance, or prior authorization services is highly desirable.

• Strong leadership and team management capabilities.

• Excellent communication and interpersonal skills.

• Proficiency in contact center software and CRM systems.

• Strong analytical and problem-solving abilities.

• Capability to handle high-pressure situations while maintaining a positive demeanor.

• Willingness to work flexible hours if necessary.

• Commitment to confidentiality and compliance with healthcare regulations.

• Government-issued photo ID required for identity verification.

• Comprehensive background check mandatory.

• In-person I-9 verification required.

• May be subject to drug screening prior to employment.

• High-speed internet connection over 10 Mbps at home.

• Ability to connect directly to the home internet router for call center work.

• Use of artificial intelligence tools is prohibited during interviews.

🏝️ Benefits

• Work/life balance.

• Flexible work arrangements.

• Autonomy in work.

• Health insurance benefits available for eligible employees.

• Commitment to equal opportunity employment.

• Support for reasonable accommodations.