Call Center Supervisor

Schedule: Monday-Friday 8a-5p

Salary: $30-35/hr.

Job Summary: The Call Center Supervisor oversees the planning, implementation, and evaluation of call center support teams. This role involves managing team leads, providing program oversight, ensuring project goals are met, and collaborating with program managers to improve call center delivery and outcomes.

Key Responsibilities:

1. Team Leadership and Management:
   • Supervise, mentor, and manage a team of Call Center representatives and provide support to Call Center project managers.
   • Provide guidance and support to Call Center team members, fostering a collaborative and productive work environment.
   • Conduct regular performance reviews and identify development opportunities for team members.
   • Ensure team adherence to policies, procedures, and best practices.

• Participate in All-Staff Department meetings and in cross-functional workgroups created to maintain and develop the program.

1. Project Oversight:
   • Oversee the planning, implementation, and evaluation of Call Center operations.
   • Manages resource utilization to ensure appropriate delivery of care to members, adequate coverage for all tasks, and job responsibilities.

• Ensure projects are aligned with organizational goals and regulatory requirements.
• Monitor project progress, manage risks, and ensure timely completion of project deliverables.
• Lead weekly meetings with Call Center teams and provide overarching team updates, set expectations, exchange ideas, concerns, what’s working well with teams, and areas for improvement.

1. Compliance and Quality Assurance:
   • Evaluates current processes of Special Program’s support functions; recommends changes for increased efficiencies and improved outcomes.
   • Conduct regular audits and reviews to ensure compliance with internal and external standards.
2. Data Management and Reporting:
   • Oversee the collection, analysis, and reporting of Call Center project data.
   • Generate and analyze reports on project performance, outcomes, and service utilization.
   • Provide regular updates and reports to senior management and stakeholders.
   • Provide insights and recommendations to improve Call Center practices and outcomes.
3. Training and Development:
   • Stay current with industry trends, best practices, and regulatory changes.
   • Promote continuous learning and professional development within the team.
   • Knowledge and awareness of MMS HIP QUE system.
4. Process Improvement:
   • Identify and implement process improvements to enhance the efficiency and effectiveness of Call Center operations.
   • Collaborate with other departments to streamline workflows and improve service delivery.
5. New Member Support:
   • Hires, trains, coaches, counsels, and evaluates performance of new hires.

• Review training requirements, navigating training tracks and setting expectations for the role and team.
• Provide ongoing support through training period, monitor completions of trainings, monitor training tracks to ensure goals are met and address questions or concerns.