Supervisor, Customer Service

The Customer Service Supervisor is responsible for the overall supervision of the day-to-day duties and responsibilities within the Customer Service Department. Individual is responsible for the daily management and oversight of the department schedule and queues to ensure sufficient telephone coverage and compliance of <=5% abandonment rate and <=30 second answer time for members and providers of <=8% abandonment rate and <=2 min. answer time.  Individual is responsible for the daily supervision of staff members by appraising, monitoring, and observing performance to ensure compliance and adherence of company and department policies and procedures.  Individual will contribute to team effort in day-to-day duties and responsibilities such as accepting inbound telephone calls from customers and conducting outbound telephone calls to customers (as needed).  Serve as an example (role model) to staff members through active demonstration of exceptional performance and compliance with company and department policies and procedures.  Energize, motivate, and collaborate with staff members to achieve company and department goals.  Provide instruction, guidance, education, leadership, and support to staff members.  Coach and develop staff members.  Individual will liaise with the Customer Service Manager to understand all necessary aspects of company goals and ensure awareness of department purposes and objectives.  Individual will collaborate with Customer Service Manager on the matter of solutions, opportunities, and successes.  Individual expected to accept, support and independently implement instructions issued by the Customer Service Manager

• Daily management and oversight of the department schedule and queues to ensure sufficient telephone coverage and compliance of <=3% abandonment rate and <=30 second answer time for members and providers of <=8% abandonment rate and <=2 min. answer time. 
• Daily supervision of staff members by appraising, monitoring, and observing performance to ensure compliance and adherence of company and department policies and procedures.  
• Maintain day-to-day workflow through processes such as monitoring department processes, monitor staff members through silent telephone monitoring and walking the department floor, facilitating problem solving and collaboration, initiate and foster cooperation within and between departments. 
• Routinely perform staff member recognition such as awarding Employee of the Month nominations. 
• Daily supervision of call production to ensure staff members and providers remain compliant with call production requirements. 
• Oversee department emails and voicemails to ensure staff members remain compliant with twenty-four (24) hour response requirements. 
• Identify, develop, and communicate Corrective Action Plan (CAP) for staff member who are non-compliant with production requirements. 
• Create processes and helpful talking points for staff members. 
• Review quality performance audit of staff members to ensure compliance and adherence of company and department policies and procedures. 
• Participate in hiring staff. 
• Conduct evaluations. 
• Engage Manager in all feedback regarding functions of department. 
• Manage department assignment/reports 
• Provide reports as needed for internal/external departments. 
• Work with Trainer and Quality Coach to develop and execute education/training presentations for the department. 
• Develop and mentor staff members.  
• Utilize reporting resources and tools to identify staff member performance strengths and weaknesses and provide timely communication and feedback. 
• Seek and continuously develop knowledge and information about competitor activity, tactics, and communicate. 
• Liaise with the Customer Service Manager to understand all necessary aspects of organizational development and ensure awareness of department purposes and objectives. 
• Liaise with other functional/departmental staff to facilitate service strategies and improvement to ensure customer relations and retention. 
• Attend and present at internal/external customer meetings and internal meetings with other company functions necessary to perform duties and aid business development. 
• Develop and maintain internal/external business relationships. 
• Seek and develop personal skills and capability through on-going education and training provided by the company or elsewhere subject to company approval. 
• Additional duties as assigned.