Supervisor, Contact Center
$51,740–$64,594 year
RemoteCalifornia, United States or New York, United States
Job Summary
Supervise a team of Contact Center Representatives to ensure eligibility of leads and referrals through review and documentation of demographic, clinical, and financial criteria. Coach, mentor, and develop staff to ensure departmental goals are met while ensuring adequate staffing and coverage to meet service level agreements. Provide callers with Careforth program information specific to their state of residence in accordance with state regulations and company policies. Serve as subject matter expert on referral requirements and process, working proactively with case management teams and stakeholders to maintain ongoing relationships. Monitor, analyze, and report on key performance indicators (KPIs) using phone system and Salesforce reporting tools. Collaborate with department leaders to ensure training materials and processes are effective and up to date.
Required Qualifications
- 3+ years of experience as a call center supervisor or similar supervisory position
- Excellent problem solving, leadership, organizational, communication, and customer service skills
- Tech savvy with knowledge of phone systems (e.g. inContact, Five9, etc.) and CRMs (e.g. Salesforce)
- Ability to lead, coach, train, and mentor others and evaluate their performance
- Working knowledge of Medicaid and related program/regulatory requirements
- Proficiency with Microsoft Office and ability to learn new technology
Desired Qualifications
- 5+ years of experience with human services or healthcare for elderly and disabled clients preferred
- Sales or consultative selling experience preferred
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.