Call Center Supervisor

Description

SUMMARY:

The Call Center (Member Advocate) Supervisor-I is responsible for leading and coaching Member Advocates by acting as an encouraging role model. The MAC Supervisor-I must be able to monitor, mentor, and enhance other MAC member performance under the direction and supervision of MAC Management. This role identifies strengths, weaknesses, provide solutions, inspires agents to do better by clearly communicating the department’s goals and expectations, and ensures quality service for all programs. The Supervisor-I will provide MAC Manager(s) with trends and feedback to improve overall operations and is responsible for maintaining an open communication line between Member Advocates and MAC Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coach Member Advocates as needed: prepare scorecards, interpret feedback provided by other departments, and supervise overall performance goals to ensure departmental goals are met
• Ensure all requests are processed accurately and in a timely manner
• Ensure all department assignments (voice mail, Callbacks, special projects) are completed and logged
• Participates in Recruiting of new Member Advocates
• Provide feedback for Performance reviews of Member Advocates according to ADG’s review process
• Monitor Member Advocates timesheets, vacation time, and sick time to ensure accuracy and timely processing
• Participate actively in the Member Advocate quality process
• Monitor Member Advocates’ attendance, adherence to schedule, shrinkage, and utilization
• May be required to supervise Member Advocates on weekends
• Meet with Team monthly to discuss team statistics and overall departmental issues/concerns
• Gather and interpret numerous reports and data from multiple resources
• Format, update and distribute procedures and scripts as required by MAC Management
• Work closely with MAC Management daily to keep manager(s) informed of trends and developments affecting the Member Advocate Service Center
• May be required to take calls during peak times
• May be required to back up LOD as required
• With direction from MAC Management, train LOD and provide additional support
• Create rotation schedule monthly for special assignments
• With input from MAC Management, communicate a daily tactical Service Level Plan
• Troubleshoot technical or procedural issues that arise for Member Advocates and report to the ADG Helpdesk as required
• Provide reporting as required by the business
• Other duties as assigned

Requirements

• Minimum of 5 years Contact Center experience with 3 years in a Supervisory role
• Flexible Hours; must be willing to work weekends
• Positive attitude, with excellent leadership skills
• Superior verbal and written communication skills
• Good work ethic, takes initiative and strong attention to detail
• Proficient in MS Office – Outlook, Word, and Excel
• Ability to troubleshoot complex problems of a procedural or technical nature
• Ability to motivate to improve overall performance of advocates
• Ability to coach and develop advocates’ skills to attain greater success
• Ability to define and correct areas needing improvement
• Experience with PCs, Windows, and databases