Call Center Operations Supervisor

Call Center Operations Supervisor
(

Job Number:
 
539150
)

 
No matter what your job title, the work you do at Kaiser Permanente Georgia supports the health and well-being of our Atlanta-area members. That’s because each of us-from our financial professionals and IT team members to our RNs and physicians on the front line of care-shares a commitment to providing the best possible care experience. Come build a rewarding career in an environment that supports your success. Join us and put your beliefs into practice.

Description

This position is responsible for assuring that Call Center Service Associates provide timely and courteous service to incoming callers. This leader provides direct leadership and support to a community of approximately 20-25 phone or scheduling associates. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge and delivery, and create performance development plans. They are directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with tactical planning and workforce implementation of new processes is a must for this position. The Community Supervisor functions as a member of the collaborative operations team, interacting with directors, managers, and other supervisors. Their analytical skills will aid them in making projections for the timely management of staff and call volume. This position will routinely interact with a diverse group of internal customers that include information technology personnel, physicians, shop stewards, and labor management.

Essential Functions:
• Provide daily leadership to ensure productivity and quality service goals are met.
• Supervise staff of 20-25 Service Associates and other staff as assigned.
• Manage service level to meet goals of 80% calls answered in 60 seconds or less and an average speed of answer of one minute or less. Partner with learning and development to achieve a 95% quality score.
• Create and deliver Performance Development Plans. Complete merit review according to Merit Promotion Policy.
• Aids in projecting call volume to assure appropriate staffing levels.
• Calculate daily, weekly and monthly reporting structure to assure goals are met and action plans formulated.
• Coach and mentor employees based on feedback received through the call monitoring process.
• Demonstrates highly effective spoken communications skills by delivering formal (classroom) and informal (monthly one-on-one’s) presentations in a manner that builds confidence and demonstrates competence.
• Assist in providing ongoing training and retraining of the staff through topic specific in-services.
• Respond to questions and concerns respective to both internal and external customers with demonstrated ability to manage irate and difficult calls.
• As directed, conduct quality call monitoring reviews and provide timely feedback.
• Monitor and run Symposium reports for real-time and daily review and provide written analysis of trends.
• Work with the Call Center Operations Community Manager in recruitment, hiring, training, monitoring, coaching, counseling, disciplining and evaluation of staff.
• Use systems data to monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues.
• Establish effective and trusting relationships with medical office facility leaders.
• Monitor payroll and non-payroll expenditures to ensure compliance within budgetary guidelines.
• Oversee revisions and approval of staff Time System to ensure accuracy of bi-weekly payroll.
• Provide oversight and report monitoring for the Kana messaging system.
• Take calls as needed.

Qualifications

Basic Qualifications:

Experience
• Minimum one (1) year of using call routing, IVR or CRM related technology to manage goals and targets.
• Minimum one (1) year of experience in lead role position in a customer service high call volume environment.

Education
• Relevant bachelor’s degree or minimum five (5) years of experience in a leadership position in call center communities OR four (4) years of experience in a directly related field.
• High School Diploma or General Education Development (GED) required.

License, Certification, Registration
• N/A

 
Additional Requirements:
• Demonstrated Knowledge of influential leadership tactics.
• Demonstrated effective interpersonal, written and oral communication skills.
• Effective presentation skills.
• Platform teaching skills.
• Strong customer service orientation.
• Working knowledge of PC required.
• Ability to perform multiple duties in a heavy workload environment.
• Familiarity with use and interpretation of quantitative statistical reports and analysis.

Preferred Qualifications:
• Minimum one (1) year of experience in lead role position in a customer service high call volume environment, health care preferred.
• Bachelor’s degree and five (5) years of related business experience preferred.
• Platform teaching skills (five (5) – ten (10) students) preferred.

Primary Location
:
 
Georgia-Atlanta-Regional Office – 10 Piedmont 10 Piedmont Center

 
Scheduled Hours (1-40)
:
 
40

 
Shift
:
 
Day

 
Working Days
:
 
Mon, Tue, Wed, Thurs, Fri

 
Working Hours Start
:
 
8am

 
Working Hours End
:
 
5pm

Schedule
:
 
Full-time

Job Type
:
 
Standard

Employee Status
:
 
Regular

 
Employee Group (Union Affiliation)
:
 
Salaried, Non-Union, Exempt

Job Level
:
 
Team Leader/Supervisor

Job
:
 
Customer Services

 
Public Department Name
:
 
Contact Center

Travel
:
 
No

 
Job Eligible for Benefits
:
 
Yes

 
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

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