Contact Center Supervisor Position Available In Allegheny, Pennsylvania

GENERAL FUNCTION

: The Contact Center Supervisor supplements the activities of the Assistant Contact Center Manager in developing and maintaining an organizational climate that facilitates attainment of the goals and objectives of the Massachusetts Contact Center and Support Services Project. This position is responsible for the assignment of work among all Contact Center staff, monitoring day-to-day operations, evaluating Five9 reports, enforcing company policy, and assisting with the complaint process. This position’s primary responsibilities will include providing accurate, seamless, transparent, timely, and comprehensive information and assistance for all consumers engaging and communicating, as well as first class customer service to callers. S/he will report all activities, trends, and concerns (and recommended solutions, as appropriate) to the Assistant Contact Center Manager. This position reports directly to the Assistant Contact Center Manager and is 100% dedicated to the Project.

SPECIFICATIONS

Knowledge

• Associate degree in related field, Bachelor’s preferred; equivalent experience considered. Extensive customer service experience and a strong supervisory background. Familiarity with Massachusetts state-based marketplace (SMB) and Medicaid Programs preferred. Previous experience with managed care, insurance exchanges, and/or ACA preferred. Skills/Abilities
• Must possess excellent interpersonal communication skills, organizational skills, and sufficient knowledge of the Project.

Position requires supervisory as well as extensive PC skills (i.e., Microsoft Word, Excel, and PowerPoint etc.), and a technical understanding of phone systems). Ability to work well under pressure and relate to a broad range of customers while maintaining cultural sensitivity. Ability to respond to email inquiries with accuracy and professionalism. Must be able to monitor and evaluate the performance of Lead CSRs and CSRs. Bilingual language skills a plus. Experience

• Position requires three years’ experience in a direct supervisory position with a strong Contact Center management background. Minimum of two years’ experience in health and human services preferred. Exertional Level
• Light work
• some lifting, bending, reaching, squatting, kneeling, and light lifting are required.