Supervisor, Member Services

OVERVIEW:

The Member Services Supervisor will be responsible for direction and supervision of Call Center Operations team members to meet individual performance metrics that are consistent with the client(s) Service Level Agreements and Convey Health Solutions Standard Operating Procedures.

KEY DUTIES AND RESPONSIBILITIES:

• Supervise daily operations to guarantee success in meeting all operational effectiveness and efficiencies measurements
• Daily review and communication of results with individual team members in an effort to engage and provide guidance to achieve performance excellence that is aligned with Client SLA’s and Convey standards
• Meet and/or exceed quality performance metrics through consistent quality monitoring and employee feedback
• Monitoring of CMS skill reports to ensure employee adherence to schedules and proper aux statuses
• Conduct coaching for QA while reviewing Amplifai daily.
• Directly accountable for accuracy of employee eTime records, payroll approvals, PTO and scheduling
• Develop Mentors to ensure the highest quality feedback and continued advocate development
• Submit Daily Operations Checklist to Operation Manager highlighting any key areas of concern
• Support and communicate motivational campaigns for employees and achieve employee satisfaction targets
• Solicit feedback in open forums/huddles with employees and provide feedback to the Operation Manager
• Escalate issues/risks that impact quality or performance relative to client expectations/SLA’s in an expedient manner
• Prepare for approval by the Operation Manager corrective actions and performance improvement plans in accordance with the Human Resource policies and procedures. Administer approved documents to employee.
• Promote performance excellence by demonstrating integrity, dedication, magnanimity and accountability.

Knowledge, skills and Abilities:

• Excellent customer service skills.
• Strong verbal and written English communication skills.
• Good supervisory skills.
• Organized and quickly adaptable to change.
• Driven to provide the very best customer service and be with the “TEAM WORK” attitude at all times.
• Skill in communication and interpersonal skills sufficient to exchange or convey information and to receive work direction.
• Skill in organizing and prioritizing tasks.
• Knowledge of business English grammar, spelling and composition.
• Must be able to multi-task and think quickly.
• Ability to analyze data and prepare reports.
• Ability to understand and carry out complex verbal and written instructions.
• Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others.
• Ability to work in an environment with many interruptions.
• Ability to be flexible and juggle many assignments or projects at the same time.
• Working efficiently in a stressful environment.
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write simple correspondence
• Ability to effectively present information in one-on-one and small group situation to customers’ clients and other employees of the organization