Supervisor (Remote Call Center)

Summary

Come join a company that strives for Extraordinary People and Exceptional Performance! Chenega Professional & Technical Services, LLC a Chenega Professional Services’ company, is looking for a Call Center Supervisor. The Call Center Supervisor will supervise, train, coach, and develop the Customer Service Representative team. This position ensures compliance with the Department of Defense TRICARE requirements, and TriWest policies and procedures.

Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, and innovative solutions for our clients.

Responsibilities

• Supervises the daily operations and drives performance in the Customer Service Contact Center.
• Ensures production, accuracy and quality metrics are met in a multi-channel contact center environment that manages Department of Defense claims, enrollment, approved medical authorizations, and appointment scheduling.
• Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.
• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development.
• Monitors real-time and historical reporting to ensure department service levels and contract requirements are met.
• Reviews CRM and customer portal entries for accuracy and appropriate handling of encounters and inquiries.
• Counsels' individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review.
• Alerts management and consults with Human Capital on performance and behavior issues.
• Assists employees in creating development plans and helping employees identify talents that expand TriWest’s internal talent pool while enhancing employee engagement.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels.
• Ensures Customer Service Representative Team follows protocols for TRICARE guidelines, as well as CRM and customer portal guidelines.
• Provides for adequate coverage of Contact Center by partnering with the Workforce Management Team to plan and adjust employee work schedules.
• Assists with the employee selection process, supports the coordination of the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention.
• As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.
  
  
  

Qualifications

• High school diploma or GED required, Bachelor's or Associate degree preferred.
• 3+ years’ experience in a contact center customer service environment
• 2 years supervisory or leadership experience leading teams to meet performance targets
• Ability to cover any work schedule within call center hours of 8AM CT- 6PM HT
• A private and secure workspace and workstation with high-speed internet is required.
• Knowledge of medical terminology and TRICARE preferred
  
  
  

Knowledge, Skills And Abilities

• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Possess solid leadership and managerial skills.
• Possess exceptional people skills.
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills
• Strong planning, and problem-solving skills.
• Proficient computer skills using MS Office Suite (Word, Power Point and Excel are essential).
• Familiarity with and understanding of basic Medical Terminology; a Basic Medical Terminology Course is preferred, but not required.
  
  
  

Teleworking Permitted?

Yes

Teleworking Details

Fully Remote, must have high speed internet.

Estimated Salary/Wage

USD $70,000.00/Yr. Up to USD $78,000.00/Yr.