Customer Success Coordinator
DocGo
Call Center Operations Supervisor
NationsBenefits
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
- Perform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling
- Supervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
- Ensures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
- Ensures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
- Knowledgeable of team members' KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
- Works with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
- Utilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
- Provide direct agent assistance and respond to all requests for assistance and guidance
- Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
- Assist MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits
- Performs additional duties as assigned by Management based business demands
Requirements
- Associate’s or Bachelor’s Degree preferred, or equivalent work experience required
- 3+ years of Contact Center experience required, preferably in the Health Care industry
- 1+ years of Supervisory experience preferred
- Proficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
- Highly Proficient in Excel, Word, and PowerPoint applications
- Ability to work a flexible schedule based on operational demands (day, night, weekends, holidays)
- Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment
- Ability to work well under pressure in a highly dynamic and fast-paced environment
- Ability to work independently and capable of exercising excellent judgment to resolve operational and Member related issues
- Excellent verbal and written communication skills
- Ability to remain confidential with all proprietary information
- Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines
