Contact Center Supervisor

Concord, California

Post Date: 08/06/2017 Job ID: 914 Pay Rate: 60000

A Fortune 500 company is seeking a Manager, Authorizations in its Customer Contact Center (CCC). The Manager is actively monitoring service levels, call volume, Authorizations systems and processes. The Manager is responsible for driving operational improvements, expense control, staffing and quality assurance. This individual is actively involved in managing the teams and building customer service enhancements and process improvements. This individual develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. Must be able to develop recommendations, prioritize issues and brainstorm/develop solutions by meeting and working with a diverse group of people. This position is located in the East Bay Area 20 miles from San Francisco.

 

KEY RESPONSIBILITIES

Leadership
  • Provide effective leadership, drive associate' s engagement, and development of teams that drive department performance towards achievement of quality standards and performance metrics
  • Ensure that appropriate leadership occurs and to drive driving company processes for associate engagement, development and recognition, while setting and monitoring service levels
  • Ensure priorities align with objectives and goals
     

Service Level Management
  • Maintain and report on service level standards and manage department and operations within budget
  • Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements. Manage special projects and technology improvements
  • Drive efficiency to ensure operational targets are hit
  • Evaluate metrics and targets to ensure that the right measurements and indicators are used to evaluate operational performance

Process Improvement
  • Ensure the Authorizations approval processes are best-in-class
  • Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness
  • Monitor quality indicators for trends and predictability
     

Staff Development
  • Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
  • Review team metrics including productivity and quality indicators
  • Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff

 

NATURE AND SCOPE
  • This position reports to Chief Operations Officer
  • This position has 20 direct reports
  • Responsible for Authorizations teams at multiple sites

 

Qualifications & Skillset
  • Leadership skills including the ability to motivate, train, and develop associates
  • 5+ years’ management experience in a customer facing contact center role
  • Experience putting in place operational metrics and proven ability to hit metrics
  • 1+ years’ experience working in a management role in Authorizations
  • Develop and act upon strategy
  • Understanding of process improvement, root cause, key performance indicators
  • Strong listening and communication skills
  • Professional and attitude and appearance regardless of circumstance
  • Analytical, strategic, and constructively critical; proven ability to develop comprehensive solutions to complex problems.
  • Requires good problem solving skills to handle an array of customer issues and special requests
  • Ability to comprehend insurance programs for consumers
  • BS or BA in Business or related field of study preferred
  • Good computer skills including knowledge of Microsoft Office
  • High School diploma or GED required
  • Background check is required upon hire
  •  

TRAVEL

5% travel. Attendance at industry events as required.

 

 

 

Michelle Abel
CPC

Michelle Abel, CPC, is the founder of Corporate & Technical Recruiters, Inc. She began her career after completing her undergraduate studies in Psychology at Emory University. Before founding CTR, she was a partner and CFO in a national recruiting firm. Michelle went on to establish her own firm as CEO of Corporate & Technical Recruiters. CTR's clients have a global presence and offer positions in marketing, sales, management, technology, engineering and accounting. With over 20 years of experience in the personnel field, Michelle's dedication to service makes her a leader in the industry.

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