Contact Center - Supervisor, Contact Center

Who We Are

Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.

Job Summary

This job is responsible for providing quality and efficient customer service in a call center environment through the daily management of a team. This includes hiring, motivating, recognizing, rewarding, coaching, counseling, training and problem solving. Additional responsibilities include assisting manager with development, analysis and implementation of staffing training.

_ Supervisory Responsibilities:_

Directly supervises and manages the Associates within the Call Center Department. The Supervisor will carry out supervisory responsibilities in accordance with the organizational policies/procedures and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems/issues.

_ Duties/Responsibilities:_

• Provides daily directions and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
• Provide support for employees by providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their job.
• Respond to and resolve employee relations issues expressed by team members.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training.
• Work as a member/leader of special or on-going projects that are important to area/process improvement.
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
• Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
• Communicate with upper management regarding department or employee concerns.
• Complying with company regulations regarding HIPAA, confidentiality, and private health information.

Required Skills/Abilities:

To perform these jobs successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent oral, written and interpersonal communication skills
• Knowledge of Microsoft Office applications and telephone protocol
• Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment
• Dedication to providing exceptional customer service
• Proven leadership experience
• Ability to develop and motivate a team.
• Ability to provide and support company goals.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts of basic algebra.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Education and Experience:

• One year certificate from college or technical school; or one year to 18 months related
• experience and/or training; or equivalent combination of education and experience; BA preferred
• 3-5 years customer service experience required; preferably within a healthcare setting
• Excellent communication skills, both verbal and written are required.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms and talk or hear. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.