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Client Relations - Call Center Supervisor

Job Summary

Supervisor of Client Relations Support offers dedicated support to Client Relations Lead and Agents, providing high standards of situational leadership and resolving issues in creative and efficient ways.  Supervisor will be responsible for management of direct reports assigned to group, as well as determination and implementation of final unit processes and reporting.  While the Supervisor position provides for additional responsibility, accountability, and opportunity for career growth, the Supervisor may also be required to perform standard CCR duties based on business need (not to exceed 50% of total work time).

Responsibilities and Duties

  • Determines Client Relations Support operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves Client Relations Support operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; recommend upgrades.
  • Responsible for forecasting, reporting for stakeholders and scheduling of call volumes and staffing levels includes data collection and entry, call volume forecasting, service level adjustments and employee scheduling. Also responsible for configuring and monitoring the usability of interactive voice response (IVR) systems and forming strategy for optimal use of the IVR system.
  • Managing Client Relations Support team of agents.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • Maintains harmony among agents and resolves grievances. Generates and reviews all call center reports, maintains call agent attendance records, trains new Client Support agents.
  • Makes necessary changes in staffing based on call volumes and other anticipated events.
  • Monitors agent productivity and ensures schedule adherence to assigned project.
  • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  • Monitoring of calls periodically to listen to conversations and provide coaching to ensure conformity to company policies.
  • Performs the formal analysis of employee performance. Includes employee observation, formal performance reviews, improvement recommendations, and commendations. Also responsible for daily reporting and works closely with Client Relations Support leadership to provide feedback on variance to KPIs.
  • Preparation of Client Relations Support invoices at determined frequency

Core Competencies

  • Customer Focus – Provides internal and external customer satisfaction
  • Communication – Provides and receives information in a manner that engages others
  • Accountability – Takes personal accountability for actions
  • Innovation – Creates a connection to the outside world by providing solutions to on-going issues
  • Adaptability – Is open to change and readily accepts it
  • Teamwork & Collaboration – Relates to others in an appropriate and informative manner
  • Integrity – Engender trust at all levels
  • Accessibility – Be responsive and proactive in providing information to our clients

Requirements

  • 4 to 5 years work experience as Lead in call center, provider, health insurance, benefits, or claims fields preferred
  • Able to perform work with limited supervision from Senior Director
  • Uses self-reliance and refined judgment to create effective plans to manage staff
  • Uses creativity and critical-thinking skills to solve problems related to unit operations and work flow
  • Proficient in basic Microsoft Office applications

Environment:

Day consists of frequent speaking, listening using a headset, use of hands/fingers across keyboard or mouse, navigating several computer applications, and long periods of sitting while working at a computer in a service center environment with moderate noise level.

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