Customer Service Supervisor

On-Site Customer Service Supervisor

MagnaCare is seeking a hands-on, Las Vegas-based On-Site Customer Service Supervisor to manage the day-to-day operations of our high-volume call center serving members and providers. The Supervisor is responsible for directly overseeing call center representatives, ensuring team performance, customer satisfaction, and adherence to key performance indicators (KPIs). This role actively monitors call traffic, adjusts staffing as needed, and provides coaching and support to team members to maintain a high standard of service delivery.

Key Responsibilities

• Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed.
• Manages all assigned employees and is responsible for performance management. This includes both remote and onsite team members.
• Continually monitors the teams call center metrics, quality scores and productivity reports.
• Handle escalated customer concerns and complaints.
• Assist customers with problems and questions regarding claims.
• Assists the Customer Service Manager with performance reports, QA review sessions and re-training initiatives.
• Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI's (Key Performance Indicators).
• Assists with call handling during high volume occurrences to ensure meeting KPI levels.
• Provides support to customer service representatives as needed.
• Manages special projects and allocates resources as needed.
• Collaborates with Network Management team, Account Managers and Sales teams to gather feedback to enhance service performance.
• Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation.
• Participate in activities designed to improve customer satisfaction and business performance.
• Assist the training coordinator in the classroom and assist floor training of employees in their department with retraining.
• Attend client, participant, vendor, provider, or employer meetings when necessary to meet client needs.
• Bilingual preferred.
• May be required to lift a maximum of 25 lbs.

Essential Qualifications

• Bachelor's degree preferred, but not required.
• Prior experience managing teams in a customer call center required.
• Prior customer service experience serving unions preferred.
• Prior experience in customer service in high volume call centers, preferably in healthcare, insurance, or a related field required.
• Experience managing call center volume through use of ACD systems.
• Previous experience in quality call monitoring and performance coaching, counseling, and progressive discipline.
• Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems.
• Ability to create staffing schedules and analyze call center volumes and trends.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Strong time management skills.
• Knowledge of salesforce is preferred.
• Knowledge of managed care procedures & claims payment policies.
• Courteous with strong customer service orientation.
• Previous multi-channel experience (i.e., voice, email, and chat) a plus.