Hello,
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.
