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As the Customer Engagement Supervisor for our Dental and Vision Call Center, you will play a pivotal role in shaping customer experience for our dental clients and their members. Leading a dedicated team, you’ll ensure the delivery of exceptional service while driving operational excellence. Your expertise in call center management and Medicaid regulations will empower you to develop effective training programs and implement best practices that enhance team performance. By fostering a collaborative environment and leveraging data-driven insights, you’ll contribute to our mission of providing quality dental care access to underserved communities.

The Customer Contact Center at Avesis plays a crucial role in connecting Medicaid recipients with vital dental care services. We manage a call center dedicated to assisting clients with their dental benefits, answering questions, and addressing any concerns they may have. Our purpose is to ensure that members receive the support they need to navigate their dental coverage effectively, making the process as seamless as possible. By collaborating with dental providers and leveraging our knowledge of Medicaid policies, we help ensure access to essential care for underserved populations. Ultimately, our goal is to improve health outcomes and enhance the overall customer experience within the healthcare system.

Key responsibilities include oversight of operation teams of up to 20 Customer Service Representatives and one Team Lead. The Customer Engagement Supervisor is responsible for providing regular monthly one on one and adhoc coaching with a focus on excellence in Customer Service in the areas of both knowledge and accuracy, and soft skills. In The goal of the Customer Engagement Supervisor is consistent growth and development of all employees to ensure Avesis is a best in class contact center providing white glove service to all callers and clients while meeting all required service level agreements with our clients. By effectively leading the team and leveraging your expertise, you will contribute to providing critical access to quality vision and dental care for Medicaid and Commercial benefit recipients, ultimately improving health outcomes in our community.

Key responsibilities include oversight of operation teams of up to 20 Customer Service Representatives and one Team Lead. The Customer Engagement Supervisor is responsible for providing regular monthly one on one and adhoc coaching with a focus on excellence in Customer Service in the areas of both knowledge and accuracy, and soft skills. In The goal of the Customer Engagement Supervisor is consistent growth and development of all employees to ensure Avesis is a best in class contact center providing white glove service to all callers and clients while meeting all required service level agreements with our clients. By effectively leading the team and leveraging your expertise, you will contribute to providing critical access to quality vision and dental care for Medicaid and Commercial benefit recipients, ultimately improving health outcomes in our community.

Functional Competencies:

• Knowledge of call center technologies, workflows, and industry best practices.

• Experience with quality monitoring processes and techniques.

• Skills in setting performance metrics and conducting evaluations.

• Proficiency in analyzing performance data and generating actionable insight

• Supervise and mentor a team of call center representatives, providing guidance and support.

• Conduct regular team meetings to review performance, share updates, and foster a collaborative environment.

• Monitor call flow and performance metrics to ensure service level agreements are met.

• Assist in the development and implementation of operational processes and best practices.

• Conduct regular quality assurance evaluations to assess call quality and compliance with policies.

• Provide effective coaching and development feedback to team members, facilitating continuous improvement.

• Address escalated customer inquiries and resolve issues in a timely manner.

• Promote a customer-centric approach within the team to enhance member satisfaction.

• Prepare team performance reports and metrics for management review.

• Analyze trends and identify areas for operational improvement.

Core Competencies:

• Ability to inspir