Remote Call Center Supervisor

About the job Remote Call Center Supervisor

The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for deliveriasng the service in a fiscally responsible mannerThis is your opportunity to join us and represent a top biotechnology company.Whats in it for you?

• Competitive compensation
• Excellent Benefits accrued time off, medical, dental, vision, 401k, disability & life insurance, employee discounts/promotions
• Competitive environment with company wide recognition, contests and coveted awards
• Exceptional company culture
• Recognized as a Top Workplace USA 2021

What will you be doing?

• Supervise call center staff, including active performance management
• Provide day-to-day supervision of the medical information specialists/customer service representatives.
• Assign individuals to work schedules designed to meet client business needs; ensure staff adherence to assigned work schedules.
• Implement and communicate performance standards o Coach team members for success and support individual development of direct reports
• Conduct performance evaluations for designated staff members
• Conduct new hire interviewing and training
• Address performance issues, including disciplinary actions and terminations in a timely manner and according to our policies.
• Monitor staffing levels
• Coordinate and deliver program trainings as required by program
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise call floor operations
• Delivers service that meets or exceeds client expectations
• Maintains all service levels
• Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures
• Manage call center operations in a fiscally responsible manner
• Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client
• Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
• Develop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup, handling inbound/outbound calls, when needed.
• Analyze daily, weekly and monthly call metric and productivity reports, ; share analysis with Business Unit Leadership Team and offer recommendations based on analysis.
• Oversee the handling of alternate channel requests as appropriate, including email, voice mail and white mail, and ensuring the timely completion of all.
• As needed, assist with the implementation of program modifications and the scheduling of special call programs.
• Assist Client Account Manager in the development and implementation of new client programs.
• Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
• Develop contact center policies and procedures.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

What do you need for this position?

• Associates degree Or equivalent work related experience
• 1-2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
• Understanding of call management systems such as CentreVu Supervisor.
• Adept at all applicable computer software, i.e., Word, Excel, Power Point and Outlook.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.