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SPV CUSTOMER SERVICE in Woburn, MA at Beacon Health Options

Date Posted: 12/16/2018

Job Snapshot

Job Description

About the Position:

We are currently seeking a dynamic Customer Service Supervisor to join our team at our office in Woburn, MA!   The Supervisor is responsible for the daily activities and supervision of a team of customer service employees. The Supervisor is responsible for the quality, efficiency, and effectiveness of own team, identifying and resolving issues, and partnering with call center leadership team to ensure overall objectives are being met. The Supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated issues, counseling/disciplining, providing coaching and feedback, managing daily workload, gathering data and reporting results to management.

Position Responsibilities:

  • Oversee a team and daily operations in the Call Center, managing real time work volumes and providing assistance to customers/members, clients and staff.
  • Meet with direct reports for performance review, professional development and initiate corrective action as needed
  • Perform annual staff reviews and establish individual/team goals for development
  • Motivate employees to reach department goals and objectives
  • Train and assist staff to handle work volume and issues in accordance with company policies
  • Assist with daily scheduling for call volumes and adherence to overall service level agreements
  • Monitor and evaluate staff call performance to assure quality service and customer satisfaction
  • Identify trends and escalate issues in a timely manner
  • Maintain attendance records, prepare payroll input and monitor staff’s adherence to schedule
  • Oversee and respond to customer issues/incidents that impact company initiatives
  • Participate in handling incoming and outbound call needs to meet department/client goals
  • Act as a liaison between staff, management and other functional departments for consistent improvement of functions

Position Requirements:

  • Education:      Bachelor’s degree
  • 2-4 years supervisory/lead experience required; or equivalent experience
  • 2 years call center or customer service experience required
  • Proficient in Microsoft office products such as Word, Excel, PowerPoint, Outlook
  • Strong written and verbal communication skills
  • Strong analytical and organizational skills
  • Ability to work in a team environment, presenting a professional image
  • Ability to multi-task and be flexible
  • Excellent Interpersonal skills

To Apply:

Click below on “Apply for this Position” to create a profile and apply for the position. 

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled
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