ChenMed

Supervisor, Solution Center Operations, Call Center, Weekends

ChenMed

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, Louisiana, Pennsylvania, Virginia

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Job Level

Mid-LevelSenior

About the role

  • Supervises inbound and outbound Solution Center team members to assure they are delivering exceptional customer service and achieving departmental quality, compliance and productivity standards
  • Monitors inbound/outbound calls to assist and advise team members regarding escalations, requests for assistance and other situations that may require additional guidance or expertise
  • Utilizes call center technology to track performance and convert raw data to quantifiable reports
  • Analyzes data and distributes reports to show efficiency and opportunities
  • Leads team members to better performance and improved service quality outcomes through supervision of activities and performance metrics
  • Trains, coaches and educates team members on departmental processes, procedures and practices
  • Ensures completion of onboarding activities for Solution Center team members in accordance with the onboarding checklist
  • Collaborates on continuous improvement of processes, training, etc. to best meet the changing environment
  • Performs other duties as assigned and modified at manager’s discretion

Requirements

  • AA/AS degree in Healthcare or Business Administration a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
  • BA/BS degree in a related discipline preferred
  • A minimum of 3 years’ progressive work experience in a Call Center or customer service environment required
  • A minimum of 2 years’ management or supervisory experience within a call-center setting highly desired
  • Proficiency in Microsoft Office Suite; ability to travel up to 10% of the time; flexible to work evenings, weekends and/or holidays as needed
  • Excellent communication, active listening and interpersonal skills
  • Strong leadership, creative thinking and customer skills
  • Spoken and written fluency in English required
  • Ability to multitask and maintain composure in high-volume situations