Job Description

JOB SUMMARY

The Contact Center Supervisor provides supervision to the Customer Service Representatives, including

primarily Customer Service Representatives. The employee is responsible for the implementation of training

and development programs, quality indicators and performance evaluations for all the personnel under

his/her supervision.

ESSENTIAL DUTIES

1. Supervise the functions of Call Center services ensuring that the protocols and procedures are

followed as established.

1. Ensure provision of quality customer and user care and effective team performance to meet agency

goals in accordance with philosophy, goals, policies, mission, and vision.

1. Motivate the personnel under his/her supervision, provides articles, and educational or reference

material in operational areas to be used internally as reference and in the client education services

(Internet, Fairs, Conferences, etc.).

1. Handle escalation calls and provide orientation on how to manage the escalated situation to avoid

future escalation calls.

1. Monitor and calibrate calls to be aware of possible coaching, identify training and or re - training needs

for the supervised group; provide feedback to manager and training department with the necessary

facts.

1. Ensure that all information received by the customer and or the organization is available for the

employees and that they are aware of it.

1. Discuss monitoring calls with employees, identify areas of opportu nity, strengths and provide

alternatives to improve results using the necessary resources to assist the employee.

1. Plan, analyze, and monitor metrics and performance indicators result to comply with customers’

expectations.

1. Support administrative projects of Call Center.
2. Prepare and work with HR process improvement plans, when applicable.
3. Identify and develop personnel to manage additional responsibilities.
4. Prepare reports and presentations with regularity.
5. Identify for our customers, processes and scripts t hat do not comply the reality of the service for

evaluation and modification.

1. Actively participate in employee contract termination, identifying policies and procedures

violations, low performance, among other indicators, providing evidence and facts.

1. Conduct corrective discipline processes and behavioral modification techniques for personnel under

his/ her supervision in the event of deviations from policies, procedures and practices establish ed

in the organization.

1. Prepare objectives and complete performance evaluations (mid and year end) of the personnel

under his/her supervision.

1. Define action plans to reduce quality and efficiency variations from goal standards.
2. Prepare and supervise the execution of the Performance Programs of each person under his/ her

supervision.

1. Review and approve employee schedule, vacation program, leave of absence according to service

needs, and stands in for unforeseen events such as absences or tardiness.

1. Participate in applicant ’s interviews and perform hiring decisions.
2. Lead, guide and coordinate the assigned team initiative, ensuring their motivation and a good

working environment; and continuous meetings.

1. Ensure confidentiality and compliance with all state and federal regulations applicable to Health

Call Centers; including HIPAA and internal policy for disposing of confidential information material.

1. Notify any expose of Protected Health Information to the supervisor immediately.
2. Comply with medullar & functional trainings; and all procedures established by regulatory agencies,

contractual requirements and any applicable certification standards (including but not limited to

URAC, among others).

REQUIREMENTS

Bachelor’s degree in Business, Social Sciences or Health Services

Minimum of one (1) year of experience in supervision

Two (2) year s of experience as Customer Service Representative

Hands on experience working with Excel, Power Point, Office, among others

Fully Bilingual (English and Spanish)

Excellent communication skills (spoken, written and reading)

ESSENTIAL COMPETENCES

1) MATHEMATICS AND ANALYSIS

System and reports domain; numeric results interpretation capacity, metrics and indicators to reach

conclusions that will enable to offer leadership recommendations in order of effectively making decisions.

2) COMPUTER SKILLS

This position requires computer and keyboard skills to facilitate analysis and data entry.

3) LEADERSHIP

Capacity to influence and motivate employees in and out of your division, promoting interdisciplinary

relationships; maintains future visions and can establish short and long - term goals; Demonstrate domain

in empathy skills, emotion management, interpersonal relationships, and assertive communication.

4) PRIORITIES AND PROJECTS MANAGEMENT

Possess planning, coordination and making decision skills; delegation, assignment distribution and progress

tracking, reflecting consistence, quality and compliment standards in the organization.

5) C OMU NICA TION

Excellent oral and written communication skills; active hearing; capacity to verbalize relevant information

in a proactive, clear and professional form.

6) CUSTOMER SERVICE

Ability to attend referred situations for an excellent customer service; solve emergencies and client needs

in a proactive form demonstrating empathy and sense of urgency; able to receive retro - communication

from intern and extern clients. Maintains emotions under control.

7) INTERPERSONAL RELATIONSHIPS

Capable of maintaining a balance between team and individual responsibilities; demonstrate objectivity and

open mind to other opinions; listens and communicates new ideas. Capable of promoting moral and group

compromise with the goals and targets; support other efforts to success; maintain confidentiality.

8) BUSINESS ACUMEN

Applicable understanding of the system of how a business achieves its goals and objective. Understanding

of the levels that create and position a value proposition to customers and it drives profitability and

shareholder value.

PHYSICAL JOB REQUIREM E NTS DISTRIBUTION OF

PHYSICAL EFFORTS

This job is mostly executed seating in a closed office or separate cubicle where the person uses the telephone, computer, and keyboard. This position requires availability to be on call (24 hours, 7 days a week)

75% Seating

25% Walking

WORKING ENVIRONMENT

He/she performs job duties in an office environment, with favorable noise levels, with adequate illumina tion

and temperature.

This job description is not intended to be all inclusive; could suffer changes or modifications at any moment.

The employee may perform additional related duties to meet the business ongoing nee ds. We are an Equal

Employment Opportunity Employer and take Affirmative Action to recruit Women, Vietnam era Veterans,