Leading Edge Administrators · 1 day ago
Supervisor Customer Service
Tampa,FL,US
Full-time
Onsite
Mid Level
3+ years expLeading Edge Administrators is a company focused on customer service excellence. The Customer Service Supervisor will lead a team, providing training and coaching to ensure high-quality service and efficient operations.
FinanceConsultingHealthcareProperty & Casualty InsuranceFinancial ServicesHealth CareInsurance
Responsibilities
Manage a team of Customer Service positions at multiple levels and functions; provide direction for day-to-day operations for the call and response operations
Act as a visible, approachable subject matter expert interacting regularly with each team member
Monitor email and inbound/outbound call volumes, communication channels, queues and KPIs to identify trends and to allocate resources appropriately
Review staffing levels, schedules, and assignments; coordinate coverage across multiple shifts
Analyze and report operational metric data and recommend procedures to ensure customer satisfaction and improve performance
Create, edit, and clearly communicate documentation, procedures and job aids to serve as accessible resource material
Participate in development and delivery of solutions that improve the end-to-end customer journey
Ensure team members are knowledgeable and compliant with departmental procedures; provide initial and ongoing training
Conduct feedback sessions at least monthly to review metrics, performance and quality based on monitoring of calls, mailboxes and interactions
Participate in hiring and training of team members. Introduce and onboard new staff members
Host team meetings to review performance, company initiatives and departmental goals
Support and contribute to a culture of accountability, engagement and customer-first behaviors
Motivate and encourage direct reports through positive communication, regular, direct feedback, reward and recognition. Coach and correct as needed
Handle escalated issues and guide team members through difficult interactions to resolution
May assist with direction of escalation teams/function ensuring teams understand criteria and ownership. Confirm that escalations are resolved with accuracy, timeliness and alignment with policy, service standards and customer expectations
Qualification
Required
Associates degree or equivalent experience
3 years of experience in a supervisory role in a call center, preferably in insurance, healthcare, healthcare TPA or similar regulated service environment role where HIPAA and HITECH standards are utilized
Strong understanding of agent monitoring software, call center metrics, workforce concepts, and quality programs
Working knowledge of claims, claims processing and health insurance helpful
Understanding of combined inbound and outbound functionality, including calls and emails from both members and providers
Support shifts that range from 8 am – 8 pm; later hours will be required
Solid working knowledge of standard computer applications including MS Word, Excel Outlook, and PowerPoint
Ability in using a computer which includes expert keyboard and navigation skills and learning new programs
Communicate clearly and professionally with internal and external customers
Work effectively as part of a team to achieve established outcomes
Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers
Pay close attention to detail in all aspects of the job
Make decisions using available resources and sound judgment
Maintain confidentiality and discretion
Identify and resolve problems in a timely manner, gather and analyzes information skillfully
Teach, coach, and counsel associates by effectively communicating and providing follow-up
Open to other's ideas and exhibits a willingness to try new things
Demonstrate accuracy and thoroughness; monitor work to ensure quality
Prioritize and plan work activities to use time efficiently
Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events
Follows instructions, responds to direction, and solicits feedback to improve
Act in such a way to instill trust from management, other associates, as well as customers
Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
Constant: Visual ability such as close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus
Occasional: Lift and/or move up to 30-50 pounds
Constant: Regular, predictable attendance in the office is required
Constant: While performing the duties of this job, the employee is regularly sitting for the full shift
Constant: The cognitive skills needed to complete tasks include abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending
Preferred
Bachelor degree preferred
Working knowledge of Genesys preferred or similar contact center platforms
Experience with benefit administration platforms such as Javelina preferred
Company
Leading Edge Administrators
Leading Edge is a medical benefits third-party administrator with vast experience in insurance, finance, IT, and actuarial sciences.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Grun
Chief operating and Marketing Officer
Eli Levin
Chief Legal Officer
Company data provided by crunchbase