Call Center Supervisor

Careington is a solutions-oriented company. An established leader, we have been a trailblazer in the field of discount health care since 1979. Over the years, our mission has remained the same — to create discount health programs that are marketable to the employer, profitable to the provider and economical for the member. In response to a growing demand for our products and services in recent years, our growth means that we continuously strive to recruit innovators to join our fast-paced, forward-thinking team. 

This role is based at 6435 Flyers Way, Frisco, TX 75033. 

The initial training for this role will be six to eight weeks onsite. After successful completion of training, you'll transition into a hybrid work schedule; three days onsite and two days from home. 

Contact Center Supervisor 

This position is responsible for providing employees with needed resources, leadership, training and coaching to provide timely and accurate information to callers and to resolve issues. 

General Duties and Responsibilities:

• Willingness to work a variety of shifts between 7am - 7pm, Mon - Fri (no weekends) 40 hours per week. 
• Provide general supervision of Member Service Representatives.  Responsible for day-to-day guidance in meeting call center service level objectives and general coaching to achieve high levels of service
• Monitors call volumes to identify and act on performance issues and trends to ensure achievement of daily productivity goals
• Ensures employees are knowledgeable and compliant with policies and procedures, as well as external regulatory requirement
• Contribute to a positive work environment where MSRs achieve high service levels in a professional and friendly environment
• Perform quality monitoring on incoming calls to ensure adherence to established processes and procedures
• Provide ongoing training and coaching to ensure thorough knowledge of system, processes, products, and procedures
• Provide prompt assistance to representatives with questions related to products and procedures
• Audit time clock records, adjusting in a prompt and timely manner.  Keep both the Workforce Manager and the Call Center Manager informed of staffing changes due to illness or other absences
• Handle escalated calls timely and efficiently to provide an effective resolution for both parties
• Provide timely and comprehensive feedback on issues or problems in delivery of Call Center services to management and client relations (account managers)
• Perform other related duties as required and assigned

Knowledge, Skills, & Abilities:

• Previous experience leading a contact center team to achieve performance goals
• Ability to work onsite for a few days per week
• A professional and helpful phone manner and the ability to build strong customer relationships is vital for success
• Must possess a positive attitude, be self-motivated and be a team player
• Ability to develop strong rapport with assigned team and provide professional guidance and counseling
• A good understanding of quality customer service principles is necessary for this position
• Knowledge of call center fundamentals
• Strong interpersonal skills and the ability to communicate with many different levels of management
• Strong analytical and organizational skills
• Ability to have the initiative to identify needs and offer solutions
• Bilingual (Spanish) a plus however not required

Education, Experience & Software:

• At least 1 year of previous experience leading or supervising a team of representatives.
• A college degree is preferred
• Must have the desire to help others and problem solve in a fast-paced environment.
• Good computer skills and experience with MS applications - Excel, Word, Outlook, etc.