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Call Center Supervisor
Ref No.: 18-00089
Location: Whippany, New Jersey
Position Type:Direct Placement
Experience Level: 5 Years
Start Date: 05/01/2018
Call Center Supervisor
Location: Whippany, NJ
Salary: 55-65K + 5%


My clients' Customer Care Center in Whippany, NJ is expanding and they are looking to hire a seasoned Call Center Supervisor to support that growth.

Reporting the Senior Director, Customer Care Center the ideal candidate must have 5+ years of supervisory experience at an established customer care or call center environment

Provide management, leadership, training, coaching and quality analysis to a team of Seniors and Associates in a high touch concierge level customer call center is required.
  • Ensure team provides extraordinary patient concierge health care services enabling access to care for prescription medications.
  • Serve as the team supervisor/people leader responsible for ensuring that your team provides extraordinary patient concierge health care services.
  • Interact directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies.
  • Apart from a highly concierge 'white glove' service team managing the patient experience from start to finish.
  • Provide program information, eligibility, reimbursement support and general assurances and ease of use with client's copay assistance programs.
  • Provide daily feedback and coaching to foster an environment of active employee engagement and world class customer service.
  • Monitor workloads and rebalances as needed and manages attendance and approves time.
  • Refer requests for escalation as needed and engage internal areas such as Program Management, IT and other Contact Center teams to resolve issues.
  • Provides input and feedback to Quality Management and Training as Subject Matter Experts to improve processes, procedures and training.
Qualifications
Strong experience in a Health Care Case Management or Patient Experience in a high volume Customer Call Center environment.
Experience in pharmacy benefits and health care insurances a major plus, medical billing background a plus.
Health care or pharmaceutical experience essential.
Very strong oral, written communication and organizational skills.
Responsible and driven to drive world class customer service and patient outcomes.
Must have an extreme sense of patient/customer empathy.
Strong problem solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead.
Fluent in English, Spanish a plus.

Experience:
  • Call Center Management: 4 years (Preferred)
  • Customer Service Training & Development: 5 years (Preferred)
  • Call Center Agent: 5 years (Required)
  • Call Center Supervisor: 1 year (Preferred)

Education:
Bachelor's (Preferred)
License or certification:

Language:
Spanish (Preferred)