job
Supervisor, Customer Service
About The role:
The Customer Service Supervisor supervises the day-to-day activities of the Customer Service Representatives (CSRs) and Transportation Coordinators. This position participates in projects and tasks to support Customer Service operations in a manner that provides service excellence, maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center key performance indicators.
Day to Day:
Supervise the day-to-day activities of the Call Center
Review activity logs and make adjustments to staff coverage on various call queues
Assist with the training of new hires and continued development of existing staff
Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume
Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators
Recruiting, interviewing, and hiring
About You:
Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience.
Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity
Experience with Outlook, Word, and Excel
Excellent communication skills