Supervisor Extend Health
THIS JOB HAS EXPIRED Description
Extend Health, Inc. is a business segment of Towers Watson & Co. and operates the largest private Medicare exchange in the country. Founded in 2004, the Extend Health Medicare Exchange and the company?s licensed and certified benefit advisors have helped hundreds of thousands of Medicare-eligible retirees and their dependents identify and evaluate private Medicare plans that best meet their needs and budgets based on their individual medical and pharmaceutical needs. Extend Health has also helped Fortune 500 companies, unions, and municipalities realize significant savings for healthcare coverage for Medicare-eligible retirees when compared to employer group plans.
Analyze call center metrics to ensure workforce alignment with goals and objectives
Monitor and coach to standards, metrics, performance criteria, policies and procedures in order to continuously improve call center productivity and performance
Be proactive in working with the Customer Service Manager to develop strategies and plans to achieve department goals
Provide team motivation and development to maximize performance
Directly supervise, mentor and coach a team of approximately15 customer service representatives
Monitor and evaluate call interactions with customer to ensure excellent service delivery to our customers
Take escalated calls from customers and provide guidance to CSR to minimize escalations
Complete quality audits by reviewing/listening to a number of completed calls each week and providing coaching and feedback to employees
Other duties as assigned
College degree preferred, or equivalent combination of experience and education
2 years of prior Team Lead experience in customer service or contact center required
Experience using Microsoft Office Suite applications
Intermediate level Excel skills required
Proven ability to mentor and coach a team in a customer service environment
Ability to read, analyze and interpret team reports to effectively drive increase performance
Experience monitoring performance metrics and schedule adherence
Ability to communicate professionally and courteously through verbal and written interaction
Ability to work in a challenging environment
Physical Demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.
Work environment: The noise level in the work environment is usually moderate to low.
Equal Employment Opportunity:
The Company is an equal opportunity employer and makes employment decisions on the basis of merit. In accordance with applicable law, the Company prohibits discrimination based on race, color, religion, sex, pregnancy, age, national origin or ancestry, physical or mental disability, genetic characteristic, veteran status, or any other consideration protected by federal, state or local laws. All such discrimination is unlawful. It is our policy to recruit, hire, train, develop and promote the best people available, based solely upon job-related qualifications.
||South Jordan, UT |
THIS JOB HAS EXPIRED