Supervisor, Call Center

20125 Requisition #
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Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates. 

Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.  

Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.

Provide recommendations for process improvements.
  • Manage staff production and performance in order to meet corporate performance goals. 
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
  • Serve as point/escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses. 
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff. 
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job. 
  • Perform other duties as assigned or required.


  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant, professional work experience required
  • 3 years of customer service experience required, preferably in operations or in a call center environment
  • 3 years of claims related experience required
  • 2 years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred


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