Supervisor, Customer Care
Navitus Health Solutions is seeking a Supervisor, Customer Care to join our team!
The Supervisor, Customer Care’s primary role is to support the growth and development of the Customer Care Specialists, ensuring they have the necessary resources available to succeed. The position supervises team members who are primarily responsible for responding to multichannel customer requests and inquiries to ensure the highest level of customer satisfaction and resolution. The Supervisor, Customer Care will support the team by assisting, analyzing, monitoring, and recommending change as necessary to ensure the staff consistently meets performance metrics. The Supervisor, Customer Care meets goals by guiding and directing the activities of the team through team engagement and talent development. The Supervisor, Customer Care is responsible for identifying areas of opportunities that create obstacles for the success of a Specialist and takes initiative to overcome those barriers.
Is this you? Find out more below!
How do I make an impact on my team?
- Coaches, develops, and motivates staff by providing consistent feedback, creating individual action plans and continually readjusting action plans based on agent needs
- Conducts analysis of supervisor reports to evaluate agent performance. Identifies areas of success and opportunities based on trending agent performance metrics. Performs research using call monitoring software to confirm data and provides timely feedback to improve overall agent effectiveness and efficiency
- Completes Quality Cards following the calibration guidelines, as defined by the Quality Assurance program. Identifies areas of successes and opportunities and provides all feedback to assist in agent growth and development
- Schedules, conducts, and documents 1:1’s to provide agent performance feedback and to ensure previous needs are addressed and resolved to agent’s satisfaction
- Maintains expert level knowledge of agent responsibilities and stays current on operational changes, policies and procedures by shadowing Call Center agents frequently and attending Customer Care training occasionally
- Manages disciplinary processes as outlined in department/company policies surrounding attendance, performance and behavioral standards
- Evaluates and measures agent satisfaction and follow up on feedback provided to involve and engage our workforce in ways to increase overall department satisfaction
- Primary contact for escalations. Investigates difficult customer complaints and resolves the issues promptly by researching calls, reviewing call documentation, working directly with the caller, and/or other departments
- Provides on-call support
- Evaluates, writes, and delivers annual reviews to agents after assessing overall agent performance
- Ability to travel between campuses 5% of the time
- Other duties as assigned
What our team expects from you?
- Minimum of 2 years’ experience or Associate degree required
- Experience working in call center environment or healthcare environment
- Direct leadership or coaching/mentoring experience
- Familiarity with call center technology, CRM and telephony tools
- Knowledge of industry practices
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
What can you expect from Navitus?
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
#LI-Remote
USD $54,326.00 - USD $64,567.00 /Yr.Minimum 2 years experience or Associate degree; call center or healthcare experience; direct leadership or coaching/mentoring; familiarity with call center technology, CRM, telephony; compliance program support.
Key Responsibilities
- coaching team members
- analyzing performance
- resolving escalations
Skills & Tools
CRM, telephony tools, call monitoring software
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States or Alabama or Arizona or Arkansas or California or Colorado or Connecticut or Delaware or Florida or Georgia or Idaho or Illinois or Indiana or Iowa or Kansas or Kentucky or Louisiana or Maryland or Massachusetts or Michigan or Minnesota or Missouri or Montana or Nebraska or Nevada or New Jersey or New York or North Carolina or Ohio or Oklahoma or Oregon or Pennsylvania or Tennessee or Texas or Utah or Vermont or Virginia or Washington or Washington DC or Wisconsin
- Salary: USD 54,326 – 64,567 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Tuition reimbursement
- Retirement plan
- Generous parental leave
About Navitus Health Solutions, LLC
A health solutions company providing customer care and support services. — Industry: Healthcare