Manages the daily operations of assigned team of 6-10+ customer service advocates
Effectively communicates organizational strategies to engage staff and drive desired behaviors
Supervisor would spend 50% of their time making outbound dials and 50% of their time managing
Exhibits managerial courage and consistently delivers accurate and transparent messages to staff
Understands and utilizes all Management Reporting tools to effectively drive performance measurements
Utilizes coaching behaviors to drive employee engagement and positive performance results
Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what?s expected
Identify customer trends and communicate proposed changes or department needs
Monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets
Works to remove barriers for front line staff in order to exceed customer expectations
Leads team through change by developing a positive team relationship
Adapts communication style to effectively engage individuals/teams by delivering communications positively and in support of organizational goals and objectives
Collaborates with matrix partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear
Administers HR initiatives including hiring and onboarding, training, compensation planning, performance management, employee relations concerns/issues and employee development ? engaging Sr. Managers and HR as appropriate
Facilitates compliance with all corporate policies
Supports diversity by building an inclusive environment and valuing different perspectives
Stays current with external changes in the health care delivery system and makes adjustments as needed
Punctual, regular, and consistent attendance is required
Flexible work schedule
Maintain and recognize cultural differences/sensitivity
High School Diploma required, Bachelor Degree preferred
Experience managing people preferred
3+ years of customer service experience required
Excellent communication, interpersonal and negotiation skills required
Ability to drive change and process improvements required
Ability to lead/motivate employees
Strong time management skills required
Working proficiency with metrics, measurements, reports and operations
Ability to recognize individual differences among the associates and design approach/style to the needs of the person all with the purpose of improving performance
Ability to clearly communicate goals, concepts, processes to a wide audience and capability of tailoring levels of communications to audience
