Requisition Number: 241 Job Title: Call Center Supervisor Area of Interest: Customer Service & Claims
City: Woodbury
State / Province: Minnesota
External Description: It's the new age of independence. And it's changing the way we live. BE PART OF IT. UNIVITAis dedicated to helping people live and age with independence. By providing a single place to find and manage resources which support independent living,UNIVITAmakes it easier to access care and to age safely at home. This is your opportunity to join an innovative company with a culture that promotes compassion, trust and accountability. ABOUT THIS OPPORTUNITY In this position, you will supervise a staff of customer service employees as well as manage the day-to-day operations of the call center as a whole. Schedule: Monday-Friday, 10:30 am - 7:00 pm RESPONSIBILITIES * Provide coaching and feedback in a variety of formats, including individual meetings and written annual performance reviews. * Perform real-time monitoring of multiple client queues to maintain appropriate service levels; making staffing adjustments as needed throughout the business day using call center monitoring software. * Conduct thorough interviews of potential candidates to ensure quality hiring and employee retention. * Identify staffing and training deficiencies by conducting regular analysis of employee progress and department staffing to determine where resources are best allocated. * Act as department liaison to external client(s); addressing service and training issues as they arise and ensuring staff is equipped to effectively respond to customer inquiries. * Develop synergies between the Call Center and other business units to improve the overall efficiency and effectiveness of the Univita enterprise and respond to both oral and written escalated concerns. Requirements:
* Bachelor's degree and 2+ years of supervising/managing experience within a call center setting (Call Center Management experience may be substituted for education requirement) * Previous claims and/or claims management skills within a call center environment strongly preferred * Proficient with MS Office programs in a working environment with intermediate to advanced skills and understanding of these programs * Strong analytical skills * Professional written and verbal communication skills, with the ability to easily and effectively communicate with staff * Experience working with Avaya CMS preferred Univitaoffers a competitive and complete benefits package. TO LEARN MORE ABOUT USvisitunivitahealth.com (EOE/AAE m/f/d/v) Key Words: Long Term Care, Geriatric Care, Healthcare, Claims, Management, Manager, Lead, Leader, Health Care, Call Center, Supervisor, Customer Service, CS, Supervising, Managing,
