Job Details
Consumer Experience Consumer Experience Job Description Customer Care Supervisor - 220####### **Description**
: **JOB SUMMARY**
Supervises and leads the day-to-day activities of Customer Service representatives. Directly responsible for hiring, training, scheduling and monitoring of staff including the performance evaluation process. Regularly creates and reviews reports monitoring the performance of the Customer Care department. Effectively maintains a work environment, which stimulates and motivates the growth of subordinates. Interacts with internal and external resources at multiple levels.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
*Include the following. Others may be assigned.*
* Oversees the day-to-day activities of subordinates including, but not limited to: monitoring daily production, scheduling, time and attendance, appropriate coverage, and equipment functioning and availabilities, etc.
* Schedules and manages the inbound customer service center, optimize productivity, ensure agent schedules accurately cover call volumes, takes prompt action to minimize down time, identifies Noble issues, monitors agent stats (real time) and takes action to ensure collection goals are achieved.
* Reviews and responds to email and phone messages from the facility, staff and management. Completes work efforts on accounts residing on the Supervisor control ID.
* Completes daily observations of Noble agents and quality account reviews.
* Trains, develops, motivates and assists subordinates in reaching new levels of skill, knowledge and understanding.
* Coordinates and completes staff meetings to communicate to all subordinates any developments or information necessary for them to fulfill their responsibilities. Participates in management and senior management meetings as scheduled to maintain strategic alignment with branch and company business objectives.
* Interviews candidates and makes hiring recommendations and decisions. Completes annual evaluations for each subordinate which details personal performance of core performance standards and the relationship to job success.
**SUPERVISORY RESPONSIBILITIES**
If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
* Direct Reports (titles) Rep, Customer Care I
**Qualifications**
: **Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.**
**KNOWLEDGE, SKILLS, ABILITIES**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Strong written and verbal communications and interpersonal skills
* Ability to document policies and procedures, goals and objectives as applicable to the department needs
* Ability to establish realistic work demands and divide work into manageable activities
* Understanding of FDCPA regulations and HIPAA compliance
* PC/System literate including the Internet and excellent MS Office skills
* Understanding of call center technology, queue priority, and service levels
**EDUCATION / EXPERIENCE**
*Include minimum education, technical training, and/or experience preferred to perform the job.*
* High School diploma or equivalent
* 1 year of demonstrated supervisory experience in a Customer Service call center, or equivalent management courses
* 2-3 years of collection experience, preferably in healthcare receivables
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be able to work in sitting position, use computer and answer telephone
**WORK ENVIRONMENT**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Office Work Environment
**Primary Location**
: TX-Frisco