Call Center Operations Supervisor

Call Center Operations Supervisor

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

Responsibilities

Provides leadership, supervision, and support to the Call Center Operations Member Experience Advisor workforce. Ensures operational policies and procedures are followed, and performance adherence standards achieved. Assess and monitors agent's performance, provides coaching to ensure consistent quality and adherence to Client and Company Brand Standards. Responsible for driving performance and assisting the department to achieve Member & Client Satisfaction, production, accuracy, and adherence goals.

Primary Responsibilities

Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member / Client satisfaction is achieved. Perform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling. Supervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles. Ensures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first call resolution achievement objectives. Ensures inbound calls are answered in accordance to individual Client Brand Service Standards, and consistently meets or exceeds Quality Assurance criteria requirements. Knowledgeable of team members KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives. Works with Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization. Utilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands. Provide direct agent assistance and response to all request for assistance and guidance. Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS and Insurance. Assist MEA's to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits. Ability to remain confidential with all proprietary information Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines. Performs additional duties as assigned by Management based business demands.

Skill Requirements

Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment. Ability to work well under pressure, in a highly dynamic and fast-paced environment. Ability to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise. Engaging, compassionate, energetic, and enthusiastic attitude required. Excellent verbal and written communication skills. Ability to work a flexible schedule based on operational demands (day, night, weekends, holidays)

Qualifications and Education Requirements

Associate's or Bachelor's Degree preferred, or equivalent work experience required. 3+ years Contact Center experience required, preferably in the Health Care industry. 1+ years Supervisory experience preferred. Proficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva). Highly Proficient in Excel, Word and PowerPoint applications.