NationsBenefits
Call Center Operations Supervisor – NationsBenefits
We are seeking an experienced Call Center Operations Supervisor to oversee our onsite team in the Plantation office. The role focuses on ensuring high‑quality member experience, productivity, and compliance across daily operations.
Primary Responsibilities
bResponsible for the day‑to‑day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
bPerform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling
bSupervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
bEnsures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first‑call resolution achievement objectives
bEnsures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
bKnowledgeable of team members’ KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
bWorks with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
bUtilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
bProvides direct agent assistance and responds to all requests for assistance and guidance
bProvides knowledge and in depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
bAssists MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits
bAbility to remain confidential with all proprietary information
bAdherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines
bPerforms additional duties as assigned by Management based business demands
bAbility to motivate, engage and lead a team of call center professionals in an on‑site or remote workforce environment
bAbility to work well under pressure in a highly dynamic and fast‑paced environment
bAbility to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise
bAn engaging, compassionate, energetic, and enthusiastic attitude required
bExcellent verbal and written communication skills
bAbility to work a flexible schedule based on operational demands (day, night, weekends, holidays)
Skill Requirements
bAssociate’s or Bachelor’s Degree preferred, or equivalent work experience required
b3+ years of Contact Center experience required, preferably in the Health Care industry
b1+ years of Supervisory experience preferred
bProficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
bHighly Proficient in Excel, Word, and PowerPoint applications
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Management and Manufacturing
Industry:
Government Administration
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Primary Responsibilities
bResponsible for the day‑to‑day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
bPerform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling
bSupervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
bEnsures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first‑call resolution achievement objectives
bEnsures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
bKnowledgeable of team members’ KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
bWorks with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
bUtilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
bProvides direct agent assistance and responds to all requests for assistance and guidance
bProvides knowledge and in depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
bAssists MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits
bAbility to remain confidential with all proprietary information
bAdherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines
bPerforms additional duties as assigned by Management based business demands
bAbility to motivate, engage and lead a team of call center professionals in an on‑site or remote workforce environment
bAbility to work well under pressure in a highly dynamic and fast‑paced environment
bAbility to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise
bAn engaging, compassionate, energetic, and enthusiastic attitude required
bExcellent verbal and written communication skills
bAbility to work a flexible schedule based on operational demands (day, night, weekends, holidays)
Skill Requirements
bAssociate’s or Bachelor’s Degree preferred, or equivalent work experience required
b3+ years of Contact Center experience required, preferably in the Health Care industry
b1+ years of Supervisory experience preferred
bProficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
bHighly Proficient in Excel, Word, and PowerPoint applications
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Management and Manufacturing
Industry:
Government Administration
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