Contact Center Supervisor

THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY

Position Summary:  This is a position for a Contact Center Supervisor. The Contact Center Supervisor manages daily contact center operations, including agents and support staff. This position will ensure all facets of the Contact Center are meeting program objectives, customer expectations, and operating efficiently.  The Contact Center Supervisor will work closely with management to ensure adherence to our attendance policy, supervise daily business activities and be an initial point of escalation for any agent or customer issues.

This position is remote using a Virtual Desktop Interface (VDI), requiring a quiet, secure, and confidential workplace. 

Device Requirements: Applicants must have a personal computer (laptop or desktop) running Windows 10/11 or macOS, with at least 2 CPUs 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space. Devices must support Edge browser and multi-factor authentication.

Internet Requirements: A consistent internet speed of 100 Mbps download / 40 Mbps upload would provide the best end-user experience.

Additional Notes: Screen saver settings and multi-monitor configurations may affect VDI performance. Applicants should be comfortable adjusting device settings as needed, including disabling screen savers on the local computer.

Job Duties and Responsibilities include:

• Responsible for creating, developing, and maintaining a positive customer service-centric culture that fosters motivation, positivity, and respect.  
• Responsible for front line management of the day-to-day operations of the Contact Center. 
• Supervising agents assisting callers with their Medicaid benefits, general inquiries and renewals.
• Responsible for creating and maintaining staffing schedules and documenting attendance. 
• Responsible for maintaining staff personnel records regarding performance and attendance.   
• Coaches and mentors’ staff on customer service best practices, policy, and program knowledge as outlined in the Tidal Basin standards and procedures.  
• Responsible for Quality Assurance by monitoring and coaching agents in compliance with program standards. 
• Responsible for maintaining and managing the updates and delivery of contact center metrics.  
• Evaluates individual performance reviews and overall team effectiveness.  
• Provides input on Contact Center operations that will drive strategic decisions.   
• Maintains and improves Contact Center operations by monitoring system performance and identifying and resolving problems.  Assist with troubleshooting system issues including hardware and software. 
• Responsible for understanding all Contact Center technology, software applications, phone/computer systems used by agents and supporting staff.  
• Ensure that all agents are kept informed of new working practices, program policies, and technology/information security changes. 
• Participate in program touchpoints and appropriately field questions. 
• Stay up to date on changing project directions. 
• Assist with phone coverage when necessary.  
• Available to work any day of week, shift, or project as dictated by business needs. 
• Perform other duties as assigned 
• Complete all required compliance training as required 

Skills and Competencies:

• Demonstrated ability to use MS Office suite (Teams, Outlook, and Excel). 
• Excellent organizational skills and attention to detail. 
• Strong interpersonal, analytical, and problem-solving skills. 
• Ability to clearly communicate operational and/or staffing concerns to management with clear solution-driven recommendations. 
• Understand Contact Center operations including technologies and data management. 
• Strong verbal and written communication skills.  
• Willing to adapt to ongoing changes in expectations and responsibilities. 
• Excellent time management skills with a proven ability to meet deadlines. 
• History of high performance, attendance, and work ethic.
• Ability to work independently with little supervision. 
• Strong customer service orientation with the ability to handle challenging interactions. 
• Strong organizational and time management skills. 

Education and Experience:
Required: 

• High school diploma or equivalent 
• Excellent communication skills, both verbal and written
• Proven ability to lead, manage and motivate a team
• Strong decision-making and problem-solving experience  

Preferred:

• Previous experience in a Medicaid or health insurance industry contact center.
• Higher education credits or degree
• Contact center software familiarity
• Bilingual - Tagalog, Ilocano, Japanese, Spanish, and Hawaiian

Work Environment: This project is in Hawaii . Work hours are Hawaii Standard Time (HST)

Pay Rate: $21 - $24/hour

Job Description Disclaimer: This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, which includes TB Technologies, LLC, are an Equal Employment Opportunity Employer.