Contact Center Supervisor

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Job description

Contact Center Supervisor Role and Responsibilities

Responsible for supervising customer service representatives and other staff. Trains, coaches, and mentors' employees on how to deliver the best customer service possible.

• Assist in formulation of targets for individuals and teams.
• Answer questions from staff and provide guidance and feedback.
• Assist with call volume when necessary.
• Comply and enforce department policies and procedures.
• Execute the performance management system.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Keep management informed on issues and problems.
• Assist in training and development.
• Ensure all call and ticket KPIs are meeting set targets.
• Abide by all obligations under HIPAA related to Protected Health Information (PHI).
• If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
• Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Required Skills and Competencies

• Experience in customer service.
• Working knowledge of MS Office.
• Excellent organization and leadership skills.
• Outstanding communication and negotiation abilities.
• Ability to work under pressure.
• Customer and client focused.

Supervisory Responsibility

• Measure performance with key performance indicators.
• Ensure adherence to policies for attendance, established procedures etc.
• Manage and lead in a manner that supports the Call Center Manager's vision and conducive to the creation of a positive and effective work culture.
• Work as part of a supervisory team coordinating efforts to maintain a consistent operation.

Position Type and Expected Hours of Work

• This is a full-time, salaried position.
• Days and hours of work are typically Monday through Friday, 11:00 a.m. to 8:00 p.m. CT. On-Call responsibilities are on a rotation basis. Ability to work extended hours, weekends and holidays pursuant with industry demands.

Travel

Minimal travel expected for this position.

Required Education and Experience

• 1 or more years PBM/CSR experience or Associates Degree or 2 years of college experience.
• 2 years of customer service experience.

Preferred Education and Experience

• Bachelor's degree preferred.
• Supervisory background preferred.

Liviniti, LLC and all entities provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Liviniti expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/D

PI-0208

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