Customer Service Supervisor jobs in Hawaii

Pay Range: $57,629 - $88,159

Note: Individuals typically begin between the minimum to middle of the pay range

In collaboration with a CR Contact Center Manager, helps to oversee all aspects of a Customer Relations Contact Center operation. Assists in overseeing human resource management of Customer Relations staff, coordinating workforce management, and ensuring staff is providing accurate and timely servicing to members and providers via the telephone, in writing (e.g., hard copy correspondence and email) and in-person servicing. Serve as a key contributor to achieving contact center internal and external goals and standards including the Association's First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate goals, Net Promoter Score, positive customer satisfaction levels, and employer groups' performance guarantees.

Contribute meaningfully to innovation activities that prioritize uncompromising consumer focus and increase customer satisfaction as measured by nationally accepted surveys. Be attentive and understand the value of member wants, opinions and shared comments. Effectively challenge and transform the department's efforts to always exceed our member's and customer's expectations.

• Bachelor's degree and three years of related work experience; or an equivalent combination of education and related work experience.

• One year of leadership experience/skills (e.g., coaching/mentoring, managing workflows, etc.)

• Excellent verbal and written communication skills.

• Excellent organizational skills and ability to coach others.

• Strong interpersonal communication skills.

• Strong critical thinking, researching, decision making and problem-solving skills.

• Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.