logisticare

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Call Center Supervisor - (Philadelphia, PA) - Oct/Nov 2017

at logisticare

Posted: 10/24/2017
Job Status: On Call
Job Reference #: 5000265863906
Keywords: call center, phone

Job Description

Job Title

Call Center Supervisor - (Philadelphia, PA) - Oct/Nov 2017

Requisition Number

17-5446

Job Description

The Call Center Supervisor is responsible for meeting all contract goals associated with call center operations and call taking through oversight of the day-to-day operations and customer service in the call center. The Call Center Supervisor provides call center performance reports and initiates and implements procedures to improve the reservation process and to comply with contract requirements.

Essential Duties and Responsibilities:

  • Provide call center performance reports and initiates and implement procedures to improve the reservation process and comply with contract requirements
  • Provide direct supervision, mentoring/coaching and leadership to all CSRs and Leads
  • Responsible for hiring, training and mentoring CSRs
  • Monitors and evaluates the performance of direct reports
  • Monitors the standards of performance of the Call Center
  • Recommends and initiates call center process and policy improvements to ensure that LogistiCare excels in its contractual performance
  • Identify and resolve customer issues; participate in routine communications with clients to ensure complete customer satisfaction
  • Ensure the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations
  • Monitors training needs and ensures proper CSR education occurs
  • Displays knowledge of the Medicaid policy manual and relevant transportation needs
  • Develops and maintains a comprehensive working knowledge of our proprietary software
  • Maximizes the potential of each employee supervised
  • Participates in projects as necessary

REQUIREMENTS

Education:

  • Qualified candidates will have a high-school degree or GED (college degree preferred)

Experience:

  • 3-5 years heavy phone volume customer service experience to include to in-bound call center/customer service experience
  • 3 years demonstrated experience leading and supervising staff

Skills:

  • Knowledge and proficiency of call center management tools and principles, and knowledge of and proficiency in quality improvement tools and processes
  • Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner
  • Must be able to work independently and as a member of a team
  • Proven experience dealing with crisis and ability to create processes that best benefit the entire team
  • Must possess ability to analyze data and report on center performance
  • Excellent customer service and phone skills
  • Strong time management and organizational skills
  • Ability to accurately type 35 corrected words per minute, and ability to work independently or with a team a must
  • Intermediate to advanced proficiency with Excel, Word and Outlook
  • Bi-lingual a plus.

Competencies:

  • Communication, Oral - Ability to communicate effectively with others using the spoken word
  • Communication, Written - Ability to communicate in writing clearly and concisely
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures
  • Interpersonal - Ability to get along well with a variety of personalities and individuals
  • Energetic - Ability to work at a sustained pace and produce quality work
  • Reliability - The trait of being dependable and trustworthy
  • Management Skills - Ability to organize and direct oneself and effectively supervise others

Environmental and Working Conditions:

  • Entire work time is conducted in an office setting

Physical and Mental Requirements:

  • Must be able to understand and follow complex instructions

We are an Equal Opportunity Employer.

Work Location(s)

520 N Delaware Ave, Philadelphia, Pennsylvania 19123

Full-Time/Part Time

Full-time

Requirements