Supervisor

Description The Supervisor, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Supervisor, Inbound Contacts works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach. Responsibilities The Supervisor, Inbound Contacts addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies. Required Qualifications Associate or Bachelor's Degree Previous leadership experience Previous experience in customer experience services Demonstrated capability with coaching and developing associates formally and informally Fully bilingual and need to pass the Language Proficiency Test Proficiency in Microsoft Office applications, including: Outlook, Word and Excel Preferred Qualifications Master's Degree Experience in Healthcare Prior work experience in an operational setting Additional Information Scheduled Weekly Hours 40 SDL2017