Supervisor Customer Service in Woburn, MA at Beacon Health Options

Date Posted: 1/9/2020

Job Snapshot

Job Description


The Call Center 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 the team, identifying and resolving issues, and partnering with call center leadership team to ensure overall objectives are being met. The Supervisor is 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.

  • Oversee a team and daily operations in the Call Center, managing real time work volumes and providing assistance to customers/members, clients and staff.
  • Create a positive work environment that fosters strong employee performance and satisfaction by providing regular feedback, coaching, mentoring, and motivation as well as employee development.
  • Manage all aspects of performance management cycle including but not limited to; establishing goals, providing performance feedback & conducting formal reviews, collaborating on professional development goals and initiating corrective action as needed
  • Motivate and encourage staff through open communication, establish channels to facilitate feedback, build loyalty and increase focus by implementing employee recognition programs
  • Assist with all HR related activities including but not limited to; interviewing, onboarding training, coaching, counseling & discipline, compensation actions, and enforcing policies and procedures.
  • 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
  • Develop training documents that support call center operations and foster growth, administer appropriate training programs for new hires and existing staff
  • Measure work performed according to service level standards for employees and team
  • Perform call monitoring to ensure quality assurance and productivity standards are maintained
  • Represent the department internally and externally when appropriate
  • Handle escalated calls, complaints, and questions
  • Maintain, update, and communicate changes to the plan documents
  • Work across departments to improve and streamline service
  • Other duties as assigned


  • Education: B.S. degree required
  • Years and Type of Relevant Work Experience: 2-4 years supervisory/lead experience required; or equivalent experience

Knowledge, Skills, Abilities:

  • Proficient in Microsoft office products, 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