WFM Contact Center Supervisor

Job Summary

The Contact Center Supervisor supervises, forecasting, capacity planning, scheduling and real time staffing activities to ensure contact center service level agreements and key performance indicators are met for all member service market segments.

Essential Functions

• Assumes day-to-day accountability for the high-quality delivery of Customer Services through consistent application of policies, procedures, protocols and standards. Ensures Priority Health Contact Centers services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements.

• Supervises daily departmental activities for areas of responsibility. Provides direction and support to subordinate staff to ensure effectiveness and efficiency. Carries out supervisory responsibilities including recruiting, hiring, training, management, and evaluation of department staff; creating and administering department schedule; planning and assigning work; developing and implementing initiatives to increase performance; and development of site procedures and processes. Assists in the evaluation and development of departmental policies and goals.

• Establishes and maintains effective working relationships within the organization communicating with cross functional partners. Serves as the escalation point for concerns and resolving issues in a timely and constructive manner to the satisfaction of all parties. Creates and maintains a work environment conducive to effective communication, collaboration, team building and professionalism.

• Ensures that processes and services are continuously monitored for quality, cost effectiveness, and efficiency through the use of existing reporting tools as well as the development of new reporting tools. Ensures that productivity quotas are established and met.

• Engages in process and quality improvement activities and implements new strategies and processes. Maintains advanced knowledge and understanding of all contact center processes and reporting tools. Engages in continuous study of professional field including implementing best practices, maintaining professional competence, and understanding industry trends.

• Acts as a consultant to the administrative support staff and to members of Contact Centers.  Coordinates departmental program planning, implementation, and evaluation.

• Recruits, trains and evaluates departmental human resources. Develops and implements employee education programs to enhance employee performance. Initiates and promotes employee development to achieve departmental goals. Performs other supervisory responsibilities such as reporting status of area of responsibility to manager.

• Oversees the daily operations of information systems utilized in areas(s) of responsibility and assists with new software or system implementation.

Qualifications

Required

• Associate’s degree or equivalent education and experience

• 3 years of relevant experience Skills, knowledge, abilities typically gained through 3+ years of related experience

• 3 years of relevant experience in a related field 

Preferred

• Bachelor's Degree or equivalent

• Lead and/or supervisory experience

• Experience in call center setting

• Experience in data analytics

• Vendor Management experience

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Priority Health - 1231 E Beltline - Gran