Job Description

Position Summary

The Call Center Supervisor provides leadership and coordinates the activities of a call center team. This role ensures high-level service by managing inbound/outbound calls and correspondence from members and providers, strictly adhering to all service level agreements (SLAs). The Supervisor is responsible for driving service excellence for their assigned team.

Essential Duties and Key Expectations

• Team Management & Service Levels: Lead and coordinate the team, constantly monitoring call center metrics to ensure all SLAs are met (e.g., minimum 90% of calls answered in 45 seconds; Average Speed to Answer under 40 seconds; Abandon Rate under 5%).
• Call & Correspondence Oversight: Ensure prompt handling of all member/provider communications. Urgent email issues must be addressed within 4 hours, and all other correspondence/scheduled calls within 1 working day.
• Support & Production: Handle calls during peak times to maintain service levels. Ensure representatives follow up on open issues and maintain a minimum production of 150 transactions (calls or written responses) per week.
• Quality & Compliance: Maintain a team audit score average of 93% or higher. Ensure absolute team compliance with privacy (HIPAA) and data accuracy standards.
• Client & Process Liaison: Act as the point of contact for external parties on escalated service issues. Assist in developing departmental policies and procedures.

Qualifications and Experience

• Insurance Sector Experience Required: A minimum of 2 years in a Supervisory role within an inbound Customer Service Center, specifically servicing health insurance policies or benefits.
• Total Call Center Experience: A minimum of 5 years working in an inbound Customer Service Center (as a Representative, Supervisor, or Trainer/Auditor).

Competencies

• Strong organizational, interpersonal, and motivational skills.
• Excellent written and verbal communication skills.
• High level of reasoning and analytical skills; detail-oriented.

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