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Call Center Supervisor
Ref No.: 18-40136
Location: Cheyenne, Wyoming
Position Type:Right to Hire
Experience Level: 5 Years
Pay Rate : $ 45,760.00 /Year
Skill Type
Skill Type:Clerical
Position: Call Center Supervisor

Education/Experience: Associate degree from an accredited college or university in health or human services or a related field, completion of required supervisor training, and a demonstrated ability to supervise staff and/or five years work experience in a similar setting with one year of supervision in a call center or in a health or human services field with demonstrated ability to perform duties of position; computer literacy; ability to learn new software programs; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently.
JOB RESPONSIBILITIES:
  1. Supervises Customer Service Representatives (CSRs) within respective units to ensure compliance, production, and quality goals for individual staff members and the unit are met or exceeded for their individual job classifications.
  2. Maintains updated knowledge of the project program including policies and procedures and other policies adopted by corporate, the project, and client and serves as a resource for the unit on such policies and procedures.
  3. Maintains updated knowledge of contract compliance provisions for the project.
  4. Drafts and delivers effective and accurate communication to CSRs, to ensure timely and appropriate levels of communication are maintained at all times.
  5. Supervises Telephone Call Center operation, forms processing, and research activities to ensure contract requirements are met or exceeded.
  6. Maintains knowledge of the project program Quality Manual and ensures compliance within the Central Operations group.
  7. Monitors Customer Service Representatives using established procedures to ensure compliance with all policies and procedures, contract, quality and production goals and standards.
  8. Drafts and delivers detailed one on one documents for each CSR each month, including Individual Development Plans, as appropriate.
  9. Reviews knowledge base content for accuracy and makes recommendations for improvements.
  10. Monitors and tracks attendance and punctuality metrics for each team member.

SUPERVISOR - CALL CENTER JOB DESCRIPTION (continued)
  1. Drafts, submits for approval, and delivers effective corrective action documents, as appropriate.
  2. Makes recommendations for process and procedural improvements.
  3. Completes administrative functions in a timely and accurate manner.
  4. Coordinates off-line activities with Operations Center Staff.
  5. Maintains appropriate documentation for each team member and unit.
  6. Provides Quality Control feedback to CSRs, with reporting to management, regarding beneficiary interaction, forms processing and research request completion, in accordance with established compliance and conformance monitoring.
  7. Refers customer service representative to training or refresher courses when performance is below set thresholds or when other opportunities are identified.
  8. Verifies accuracy of time cards against approved schedules.
  9. Establishes effective Customer Service Representative teams.
  10. Performs timely reviews of staff in accordance with policy and makes recommendations for pay raises, bonuses, and the awards program based on approved policies and procedures.
  11. Meets all standards established for this position as outlined in the attached performance criteria.
  12. Perform daily desk audit on the storage of Personal Health Information (PHI), Personal Information (PI) and printed forms from QMS that are not current.
  13. Performs other duties as may be assigned by management.


ESSENTIAL PHYSICAL AND MENTAL FUNCTIONS:
  1. Must be able to remain in a stationary position for an extended period of time
  2. Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

JOB ENVIRONMENT:

Work is constantly performed in an office environment.



Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.