POSITION SUMMARY
The Supervisor, Customer Experience is responsible for managing and supervising all direct reports’ overall performance along with managing and supervising real time agent & queue performance in order to meet Group related performance guarantees.
ESSENTIAL FUNCTIONS
- Supervise the work of staff members including managing overall productivity performance; managing overall quality performance; managing overall schedule adherence, attendance, and work performance.
- Conduct trainings for newly added Flex, Cobra & BPO CSRs
- Document, organize, and maintain online training resources for the Flex & Cobra Book of Business so that CSRs can easily access and understand online resources for appropriate call handling
- Communicate to the Flex, Cobra & BPO team any pertinent changes relative to the Flex, Cobra & BPO Book of Business
- Know all Flex, Cobra & BPO Plan requirements and timeframes.
- Ensure that Flex, Cobra & BPO queues are covered appropriately at all times
- Ensure that the Flex, Cobra & BPO queues are meeting performance metrics in conjunction with performance guarantees.
- Review tracking of completed audits
- Co-Manage all PTO requests from Flex, Cobra & BPO and find Flex, Cobra & BPO queue coverage for all approved PTO time while balancing the needs of the other queues.
- Assisting CSRs with managing transferred Flex, Cobra & BPO related phone calls
- Coordinate and communicate with Flex, Cobra & BPO department on plan & eligibility discrepancies
- Obtain resolution to Flex, Cobra & BPO -related discrepancies in a timely manner
- Tracking and trending all Flex, Cobra & BPO related issues on a daily/monthly basis
- Communicate any trends to management to diffuse or minimize executive complaints
- Collaborate with all Customer Service Lead members at all times
- Track and trend all concerns, ideas, and issues on a spreadsheet specifically created for the Flex, Cobra & BPO and work towards resolution on all items documented on the spreadsheet and communicate any unresolved trends to management
- Lead, coach, motivate and develop staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
- Clearly communicate expectations, provide employees with the training, resources, and information needed to succeed.
- Actively engage, coach, counsel and provide timely, and constructive performance feedback.
- Performs other related duties as assigned.
EDUCATION
- Bachelor’s degree of equivalent work experience required.
EXPERIENCE AND SKILLS
- At least 3 years’ experience in a Health Insurance and Customer Service call center environment required.
- Must possess demonstrated supervisor potential (i.e. previous team lead role, project leader, etc,) is required.
- Must be proficient in Microsoft Word and Excel programs and have the ability to easily learn other data systems.
- Ability to read, analyze and interpret general plan benefits and guidelines.
- Ability to write reports, business correspondence, and procedures.
- Ability to effectively respond to questions from management, co-workers, members, providers, and clients.
POSITION COMPETENCIES
- Accountability
- Communication
- Action Oriented
- Timely Decision Making
- Building Relationships/Shaping Culture
- Customer Focus
PHYSICAL DEMANDS
- This is a standard desk role – long periods of sitting and working on a computer are required.
WORK ENVIRONMENT
- Remote
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.