Call Center Supervisor - Valencia, United States - Shield HealthCare

Shield HealthCare

Verified Company

Valencia, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement.

We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating.

Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a
Call Center Supervisor to support staff providing telephone customer service support.

This is an on-site position in Valencia, CA.

JOB RESPONSIBILITIES:

Monitors and reviews reports for performance statistics, daily
Manages abandonment rate
Runs and monitors dialer campaigns
Manages Available time per agent
Maintains sufficient phone coverage in specialty queues
Monitors, evaluates and assists with follow up on team hold screens
Monitors and ensures completion of returned documents
Monitors quality and productivity of agents and generates reports
Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
Answers questions and recommends corrective services to address customer complaints
Coaches agents through sidebysides, monthly
Determines work procedures, prepares work schedules, and expedites workflow
Studies and standardizes procedures to improve efficiency of subordinates
Maintains harmony among workers and resolves grievances
Prepares and delivers monthly and annual performance reviews with management
Identifies beneficial training topics based on questions and requests from agents
Conducts interviews
Delivers disciplinary action and maintains Key Incident Logs
Handles and resolves escalation calls

QUALIFICATIONS:

2+ years supervisory experience, preferably in a call center environment
Minimum 35 years customer service experience
Health care industry experience preferred
College degree preferred
Call center experience preferred
Customer service leadership experience preferred
Proficient in Microsoft Word and Excel
Excellent written and verbal communication skills
Strong organizational skills

SALARY & BENEFITS:

- $22-45/hour

Medical, Dental and Vision (Eligible first day of employment)
Flexible Spending Account
Life & Disability Insurance
401(k) with Company Match
Vacation and Sick Days
Paid Holidays
Education Assistance
Employee Referral Program

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer.

To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.