Full-Time Supervisor of Customer Service
PRIMARY JOB RESPONSIBILITIES:
Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to the manager and director issues, which may prevent accomplishment of departmental goals. Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate. Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance. Develop action planning for performance improvement by analyzing monthly reports and other observed trends. Organize and track key information and documents. Work with other departments to ensure queues times are met. Manage Altiris tickets and ensure appropriate language, attention, and turnaround times exist to appropriately address departmental needs. Develop innovative ways to motivate the staff. Foster an environment of teamwork by participating in and leading teambuilding activities. Provide customer center workflow and quality improvement. Resolve issues in accordance with DentaQuest’s internal policies, client contracts, and state and federal regulations. Prepare reports and conduct data analysis for client meetings and presentations. Identify and create efficiencies. Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc). Other duties as assigned.
Bachelor’s degree or equivalent experience.
5 years’ experience working in a high-volume call center environment. Knowledge of claims life cycle.
Excellent analytical and problem solving skills.
Strong computer skills including Microsoft Office applications, and general reporting software.
Ability to present to professionals – clients, colleagues, senior leaders.
Excellent math capabilities; including the ability to analyze and organize data.
Strong attention to detail.
Ability to make appropriate decisions.
Excellent organizational skills.
Excellent communication skills: written, verbal and interpersonal.
Ability to work well with others at all levels of the organization.
Ability to work under pressure.
Ability to identify and escalate critical conditions.
Strong aptitude for learning new technology applications.
Required to attend additional training as requested/deemed necessary.
Experience with insurance and/or service industry a plus.
Incumbent must be able to communicate effectively
Requires overall light physical effort (up to 25lbs.)
Manual dexterity and sitting is required in carrying out position own position responsibilities (i.e. use of personal computer)
Ability to travel or move about within and outside serviced facilities required
Incumbent works primarily in either a private or shared office environment
How to Applyhttp://gr.8job.co/UdK8ROo5
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