MCS Puerto Rico
Call Center Operations Supervisor
We are looking for a Call Center Operations Supervisor to oversee the operations of the call center team, ensuring efficiency and compliance with service indicators and regulatory policies (CMS, OIC, etc.).
ESSENTIAL FUNCTIONS
Consistently monitor call volume and ensure staff compliance with service standards, regulatory requirements, and proper handling of customer and provider inquiries.
Monitor results to assure performance guarantees comply with agreed standards.
Ensure calls from beneficiaries, customers, and providers are actively monitored and recorded, identifying areas for improvement.
Guarantee appropriate use of work tools by employees in accordance with service and quality standards.
Participate in work schedule planning, ensuring adequate resource distribution during operational hours and meeting unit indicators with Workforce Management.
Generate, verify, analyze, discuss, and update reports needed to measure representatives’ results, including quality reporting.
Ensure compliance with company policies, CMS and OIC regulations, and other applicable regulations.
Participate in case investigations (e.g., CTM & grievance cases) and manage sensitive customer situations with other departments.
Fully comply with all company policies, local and federal laws, and industry regulations to maintain proper business and employment practices.
Perform other duties as assigned based on education and experience requirements.
Supervise, monitor, train, evaluate, and correct personnel to ensure they meet work plans and essential functions, acting in accordance with company policies.
MINIMUM QUALIFICATIONS
Education and Experience: Bachelor's degree in Business Administration or related field and at least one year of experience in customer service, call center, or similar roles within the health insurance industry, plus at least one year of supervisory experience; OR
Associate Degree or minimum 60–64 college credits with at least three years of relevant experience in the health insurance industry and supervisory experience.
Languages: Spanish – Intermediate (reading, writing, speaking); English – Intermediate (reading, writing, speaking).
EEO Statement
Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento.
#J-18808-Ljbffr
ESSENTIAL FUNCTIONS
Consistently monitor call volume and ensure staff compliance with service standards, regulatory requirements, and proper handling of customer and provider inquiries.
Monitor results to assure performance guarantees comply with agreed standards.
Ensure calls from beneficiaries, customers, and providers are actively monitored and recorded, identifying areas for improvement.
Guarantee appropriate use of work tools by employees in accordance with service and quality standards.
Participate in work schedule planning, ensuring adequate resource distribution during operational hours and meeting unit indicators with Workforce Management.
Generate, verify, analyze, discuss, and update reports needed to measure representatives’ results, including quality reporting.
Ensure compliance with company policies, CMS and OIC regulations, and other applicable regulations.
Participate in case investigations (e.g., CTM & grievance cases) and manage sensitive customer situations with other departments.
Fully comply with all company policies, local and federal laws, and industry regulations to maintain proper business and employment practices.
Perform other duties as assigned based on education and experience requirements.
Supervise, monitor, train, evaluate, and correct personnel to ensure they meet work plans and essential functions, acting in accordance with company policies.
MINIMUM QUALIFICATIONS
Education and Experience: Bachelor's degree in Business Administration or related field and at least one year of experience in customer service, call center, or similar roles within the health insurance industry, plus at least one year of supervisory experience; OR
Associate Degree or minimum 60–64 college credits with at least three years of relevant experience in the health insurance industry and supervisory experience.
Languages: Spanish – Intermediate (reading, writing, speaking); English – Intermediate (reading, writing, speaking).
EEO Statement
Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento.
#J-18808-Ljbffr