Supervisory Program Specialist

Job TitleSupervisory Program SpecialistJob DescriptionMajor duties of the position include:Conduct workforce/staffing analysis based on call patterns, volume, and service level metrics (abandon rate, AHT, speed of answer)Develop and monitor contact center performance metrics; produce operational/trend reportsSupervise staff (direct/indirect): set performance standards, conduct evaluations, make personnel decisions (discipline, promotion, pay)Resolve employee grievances/complaints within a negotiated labor/union contractParticipate in labor-management relations or union negotiationsIdentifies and escalates security breaches, privacy violations, complaints, and threatsServe as SME on enterprise-level system implementations (CRM, call tracking, EHRM-related initiatives)Interpret and apply federal/agency regulations related to revenue, billing, collections, or eligibility programsPerform or oversee debt collection, copayment processing, billing, or revenue cycle operationsCollect data to analyze and evaluate the accuracy and effectiveness of HRC team membersRecommend improvements in processes or procedures to enhance the QA Program, business lines, and the performance of team membersCoordinate with external agencies (Treasury, IRS) on financial/revenue mattersApply EEO and affirmative action principles in a supervisory capacityIdentify areas of inconsistency or deficiency and provide notification to managementAdvise senior leadership on technical, precedent-setting, or controversial policy mattersManage complex, multi-site/multi-year projects requiring cross-organizational or cross-agency coordinationPerform other duties as assignedWork Schedule: Monday-Friday, 7:00am-7:00pm CSTTelework: This position is authorized for telework. Telework eligibility will be discussed during the interview process.Virtual: This is not a virtual position.Position Description/PD#: PD702060Relocation/Recruitment Incentives: Not AuthorizedCritical Skills Incentive (CSI): Not AuthorizedPermanent Change of Station (PCS): Not Authorized