Call Center Supervisor Position Available In Leon, Florida

Call Center Supervisor Automated Health Systems

• 3.

1

Tallahassee, FL Job Details Full-time Estimated:

$47.1K

• $55.

8K a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Referral program Qualifications Microsoft Powerpoint Bilingual Microsoft Word Microsoft Excel Customer service Call center Mid-level 3 years Supervising experience Bachelor’s degree Associate’s degree Communication skills Full Job Description

GENERAL FUNCTION

: The Choice Counseling (Call Center) Supervisor supplements the activities of the Call Center Manager in developing and maintaining an organizational climate that facilitates attainment of the goals and objectives of the Florida Medicaid Enrollment Broker Services Project. Responsible for assisting the Call Center Manager with monitoring and supervising day-to-day activities of the Choice Counseling Specialists for Statewide Medicaid Managed Care (SMMC). This position assigns work among staff based on call volume, monitors scheduling activities, evaluates call accounting telephone reports, and enforces company policy. As such, this position’s primary responsibilities include maintaining the phone system, monitoring and tracking of overall Call Center productivity, and ensuring staff are an ongoing resource for Project enrollment of Enrollees and Potential Enrollees. Reporting directly to the Call Center Manager, these positions will devote 100% of their time to the contract and will be located in the Tallahassee office.

MAJOR DUTIES AND RESPONSIBILITIES

Assists Call Center Manager with the hiring, training and oversight of Choice Counseling Specialist staff; Works closely with the Quality/Training Manager to ensure Choice Counseling Specialists receive ongoing training; assists the Training Manager in the design and implementation of on-going staff development activities; Researches and resolves difficult Enrollee/escalated call situations in conjunction with the Lead Choice Counseling Specialists and consults with Call Center Manager to resolve situations and appropriately direct staff; Assists in ensuring that Project requirements are met and routinely meets with Choice Counseling Specialists to discuss their achievement and evaluate their activities. Works in conjunction with the Lead Choice Counseling Specialists to coach and address performance issues; Generates internal monitoring reports of both a qualitative and quantitative nature; meets with the Call Center Manager to discuss Choice Counseling Specialists’ efforts and impact on the achievement of Project goals; Analyzes telephone activity reports, assists with technical reporting and operates the phone system under the direction of the Call Center Manager; Meets routinely with the Call Center Manager to plan, discuss and align call center operations efforts; Manages performance of Lead Choice Counseling Specialists and Choice Counseling Specialists through ongoing evaluation and annual reviews; Monitors and alters staffing to meet call flow demand; Communicates Project information and educate on current call center topics; Ensures operations equipment and electronic support information is available to Choice Counseling Specialists at all times Ensures appropriate use of bi-lingual Choice Counseling Specialists, the Language Line and Telecommunications Text Telephone Typewriter (TTY) and/or Florida Telecommunication Relay Service; Functions as a back-up to Call Center Manager with regard to personnel support. Provides supervisory support and coverage as needed under the direction of the Call Center Manager; and Assists with assigned projects and performs related duties as required. “The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by the incumbent of this job. Incumbent may be required to perform job related tasks other than those specifically presented in this description.”

COMMUNICATION WITH OTHERS

: Internal

• Daily contact with Call Center Manager and Choice Counseling Specialists. Frequent contact with the Quality/Training Manager. External
• Daily contact with AHCA, Health Plans, Enrollees, community partners and the general public.

WORKING CONDITIONS

Excellent working conditions in an office environment.

SPECIFICATIONS

: Knowledge

• Minimum of two years call center experience required, Bachelor’s or Associate’s Degree preferred; Customer service experience and a strong supervisory background. Familiarity with Florida Medicaid Programs preferred. Skills/Abilities
• Must possess excellent interpersonal communication skills and sufficient knowledge of Call Centers. Position requires supervisory as well as extensive PC skills (i.e., Microsoft Word, Excel, and PowerPoint etc.), and a technical understanding of phone systems. Must be able to monitor and evaluate the performance of the Choice Counseling Specialists. Experience
• Position requires three years’ experience in a direct supervisory position with a strong call center customer service background. Also minimum of two years’ experience with health and human services preferred. Physical Requirements
• Light work
• some lifting, bending, reaching squatting, and kneeling are required occasionally.

“The physical demands describe 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 individuals with disabilities to perform the essential functions of this job.”

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance

Schedule:

8 hour shift

Work Location:

In person