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Supervisor, Customer Service
Job Description
About The role:
The Customer Service Supervisor supervises the day-to-day activities of the Customer Service Representatives (CSRs) and Transportation Coordinators. This position participates in projects and tasks to support Customer Service operations in a manner that provides service excellence, maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center key performance indicators.
Day to Day:
Supervise the day-to-day activities of the Call Center Review activity logs and make adjustments to staff coverage on various call queues Assist with the training of new hires and continued development of existing staff Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators Recruiting, interviewing, and hiring
About You:
Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience. Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity Experience with Outlook, Word, and Excel Excellent communication skills
About the Org
Santa Clara Family Health Plan (SCFHP) is a local, community-based health plan dedicated to improving the health and well-being of the residents of Santa Clara County. Working in partnership with providers and community organizations, we serve our neighbors through our Medi-Cal and SCFHP DualConnect (HMO D-SNP) health care plans.
