Supervisor, Customer Experience

POSITION SUMMARY

The Supervisor, Customer Experience is responsible for managing and supervising all direct reports’ overall performance along with managing and supervising real time specialist and queue performance to meet performance guarantees and key performance indicators. Responsibilities include but are not limited to leading, coaching, motivating and developing staff. The position works directly with internal Contact Center leadership to ensure strategies are successfully designed, executed and measured to ensure consistent performance.

Essential Functions

• Lead, coach, motivate and develop. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent
• Clearly communicate expectations, provide employees with the training, resources, and information needed to succeed. Enhance communication via effective, regular team meetings and employee one-on-ones
• Actively engage, coach, counsel and provide timely, and constructive performance feedback
• Demonstrate strength and understanding of ASO/BPO business processes and resources to lead staff effectively
• Monitor and track employee performance including but not limited to overall productivity, quality, schedule adherence, performance trends, attendance and time off, development opportunities and achievements
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
• Monitor employees to ensure compliance with department and corporate policies and procedures
• Empower employees to take responsibility for their assigned tasks and objectives, contribute to goal setting
• Monitor team performance to ensure all quality and performance objectives are met or exceeded
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Foster teamwork by professionally interacting with peers, all levels of the department and cross-functional teams. Actively participate in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service
• Demonstrate commitment to quality assurance, improving the customer experience, and demonstrate excellence in detecting and resolving customer experience challenges
• Provide regular data summaries to leadership, implement best practices on areas where challenged, promote solutions to streamline and improve efficiencies
• Identify trends and communicate with leadership to make recommendations and improve operational performance and to diffuse or reduce executive complaints
• Meet all deadlines and turnaround times set by leadership
• Other duties as assigned
  
  

EDUCATION

• High School Diploma, college or advanced degrees preferred, or equivalent work experience required.
  
  

Experience And Skills

• 3+ years’ experience in medical/dental employee benefit administration, multi-channel contact call center environment is required
• Supervisory experience or demonstrated leadership potential. (i.e., previous team lead role, project leader, etc.) is required
• Proficient with Microsoft Office Suite or related software. Possess ability to easily learn other data systems
• Effectively read, analyze and interpret general plan benefits and guidelines
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Excellent interpersonal and customer service skills
  
  

POSITION COMPETENCIES

• Accountability
• Communication
• Action Oriented
• Timely Decision Making
• Building Relationships/Shaping Culture
• Customer Focus
  
  

PHYSICAL DEMANDS

This is a standard desk role – extended periods of sitting and working on a computer are required.

WORK ENVIRONMENT

Remote

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.