Overview

Navitus Health Solutions is seeking a Supervisor, Customer Care to join our team!

The Supervisor, Customer Care’s primary role is to support the growth and development of the Customer Care Specialists, ensuring they have the necessary resources available to succeed. The position supervises team members who are primarily responsible for responding to multichannel customer requests and inquiries to ensure the highest level of customer satisfaction and resolution. The Supervisor, Customer Care will support the team by assisting, analyzing, monitoring, and recommending change as necessary to ensure the staff consistently meets performance metrics. The Supervisor, Customer Care meets goals by guiding and directing the activities of the team through team engagement and talent development. The Supervisor, Customer Care is responsible for identifying areas of opportunities that create obstacles for the success of a Specialist and takes initiative to overcome those barriers.

Responsibilities

How do I make an impact on my team?

• Coaches, develops, and motivates staff by providing consistent feedback, creating individual action plans and continually readjusting action plans based on agent needs.
• Conducts analysis of supervisor reports to evaluate agent performance. Identifies areas of success and opportunities based on trending agent performance metrics. Performs research using call monitoring software to confirm data and provides timely feedback to improve overall agent effectiveness and efficiency.
• Completes Quality Cards following the calibration guidelines, as defined by the Quality Assurance program. Identifies areas of successes and opportunities and provides all feedback to assist in agent growth and development.
• Schedules, conducts, and documents 1:1’s to provide agent performance feedback and to ensure previous needs are addressed and resolved to agent’s satisfaction.
• Maintains expert level knowledge of agent responsibilities and stays current on operational changes, policies and procedures by shadowing Call Center agents frequently and attending Customer Care training occasionally.
• Manages disciplinary processes as outlined in department/company policies surrounding attendance, performance and behavioral standards.
• Evaluates and measures agent satisfaction and follow up on feedback provided to involve and engage our workforce in ways to increase overall department satisfaction.
• Primary contact for escalations. Investigates difficult customer complaints and resolves the issues promptly by researching calls, reviewing call documentation, working directly with the caller, and/or other departments.
• Provides on-call support.
• Evaluates, writes, and delivers annual reviews to agents after assessing overall agent performance.
• Ability to travel between campuses 5% of the time.
• Other duties as assigned.

Qualifications

What our team expects from you?

• Minimum of 2 years’ experience or Associate degree required.
• Experience working in call center environment or healthcare environment.
• Direct leadership or coaching/mentoring experience.
• Familiarity with call center technology, CRM and telephony tools.
• Knowledge of industry practices.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Navitus?

• Top of the industry benefits for Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401K company match of up to 5% - No vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program – up to $750!

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