Call Center Supervisor
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POSITION SUMMARY
The call center supervisor is responsible for the daily activities and supervision of a team of customer service employees. This role is responsible for the quality, efficiency and effectiveness of the team, identifying and resolving routine issues, and partnering with the call center leadership team to ensure overall call center objectives are being met. The supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated calls, assisting with customer issues, monitoring customer interactions (calls and emails), providing coaching and feedback, managing daily workload, gathering data and reporting results to clients, and other operational tasks.
Fundamental Components:
BACKGROUND/EXPERIENCE desired:
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
The call center supervisor is responsible for the daily activities and supervision of a team of customer service employees. This role is responsible for the quality, efficiency and effectiveness of the team, identifying and resolving routine issues, and partnering with the call center leadership team to ensure overall call center objectives are being met. The supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated calls, assisting with customer issues, monitoring customer interactions (calls and emails), providing coaching and feedback, managing daily workload, gathering data and reporting results to clients, and other operational tasks.
Fundamental Components:
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions, monitor calls and workload, resolve escalated calls and give ongoing consistent feedback.
- Assesses individual and team performance on a regular basis and provides candid, professional and timely feedback regarding developmental and training needs; including completion of monthly and annual scorecards.
- Schedules formal one-on-one meetings at least monthly to review and discuss performance; goal attainment and career development.
- Manages annual performance review process by writing and delivering performance and pay messages.
- Supports customer service representatives on calls with system, policy, program and procedure knowledge, process transactions with special focus on customer service
- Establishes and reinforces clear vision aligned with company values Higher Standards, Greater Accountability and More Fun; motivates others to balance customer needs, company needs and business success.
- Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or department
- Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center and company-wide objectives.
- Leverages the units' resources to resolve call inquiries and escalations by identifying the issue, taking ownership of the issue through resolution, obtaining applicable information, performing root cause analysis and acting upon the solution while providing clear and consistent communication throughout the process.
- Removes barriers to job performance by obtaining timely information and communicating clearly and consistently to the team, ensure systems and resources are working efficiently with accurate data and are available to the team. Ensure compliance of all applicable regulations or service level agreements (ie HIPAA compliance, ERISA, company code of conduct, service level agreements etc.)
- Attracts, selects and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
- Acts as liaison between staff and other areas.
BACKGROUND/EXPERIENCE desired:
- 3 - 5+ years experience in managing high volume transaction processing
- Healthcare experience preferred.
- Customer service experience.
- Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
- Proven strong leadership skills managing large high performance teams.
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
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