Call Center Supervisor OrthoNet
The Call Center Supervisor is responsible in overseeing the Provider Service department and ensures the call
center delivers the highest level of customer service possible by supervising and mentoring the staff. He or she
serves as a liaison between the staff and the Call Center Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING:
? Monitor queues to ensure service levels are met on a daily basis
? Review departmental and employee reports
? Assist the Call Center Operations/Quality Manager with key personnel activities, including the preparation of
employee performance reviews, job interviews, and hiring
? Supervise, coordinate and monitor staff to ensure prompt, courteous and accurate responses are provided to callers
? Provide performance follow up and feedback to Provider Service Representatives
? Develop service improvement initiatives that support department goals
? Develop and implement employee recognition activities and programs
? Establish and administer policies and procedures
? Research escalated inquiries from providers, members, department or Health Plan
? Serve as a resource to the staff by answering questions, assisting with problems and providing training as necessary
? Assist the call center by answering calls as needed
? Perform all other duties as assigned
EDUCATION AND/OR EXPERIENCE:
? Associates degree. Bachelor?s degree preferred.
? Minimum 3 total years experience in Customer Service, including inbound call center experience.
Knowledge, Skills & Abilities:
? Computer knowledge and ACD applications experience required
? Cisco call center applications desired
? Ability to coach and mentor staff
? Professional and positive commitment to service delivery
? Excellent written and oral communication skills
? Health care, insurance or managed care experience, highly desirable
? Interpersonal and communication skills
? Proficiency in operating computers applications.
? Excellent interpersonal skills.
? Excellent verbal and written communications skills.
MACHINES, OFFICE EQUIPMENT & SOFTWARE:
? MS Office (MS Word, Excel, and Power Point)
||1311 Mamaroneck Avenue |
White Plains, NY 10605