Engagement Center Supervisor

Scope of Work

The position of Engagement Center Supervisor is an integral part of the Engagement Center department serving as leader for programs and associated staff activities, including all call center processes, productivity and policy management. Alignment with company values and objectives is expected and this position actively promotes coordination of department activities as a direct connection to the company’s mission and values.

Key Responsibilities

• Provide leadership, day to day operations of the department while maintaining focus on the company’s strategic goals
• Maintain daily operational workflows
• Handle customer inquiries and complaints in accordance with client relations team
• Program oversight for programs to include current, future and past programs, requiring up-to-date knowledge and department skill sets to ensure accurate and relevant action and timing to keep programs moving forward while supporting all client partner key initiatives
• Ensure staff are appropriately trained on all program requirements, timelines, updated information, physician preferences, etc. Provide program training as required.
• Serve as the main liaison between Workforce Management and staff, understanding call volume requirement and staff needs
• Provide regular review of staff quality audits, performance and attendance with staff and monitor trends
• Provide coaching and disciplinary actions if necessary to ensure behavioral/performance goals are maintained, in accordance with HR policy
• Lead team to success in meeting business and developmental goals
• Promotes and displays professional teamwork atmosphere in all daily functions
• Ensure all timecards are correctly processed within payroll timeframes
• Maintain accurate and relevant metrics/dashboards; understanding current service level agreements and ensuring the department meets and exceeds all requirements.
• Understand all information systems connected to current programs and provide accurate and up-to-date data to staff as changes occur
• Provide client partners and internal customers accurate and regular reporting as required
• Collaborate effectively with other internal departments to include but are not limited to Product Management, Information Technology, People & Culture, Finance, Workforce Management
• Create a healthy working environment, working alongside People & Culture to solve employee relation conflicts and issues, actively listening seeking to find truth and harmony

Qualifications

• Bachelor’s Degree preferred with call center management experience, including knowledge of call flow, call center queue, benchmarking, measurement tools
• A minimum of three years as a direct supervisor for a call center department
• Excellent written and spoken skills
• Strong working knowledge of Microsoft Office Suite programs
• Strong organization and collaborative skills