Getinsured Atlanta , GA 30301
Posted 2 weeks ago
GetInsured is a leading provider of health insurance technology and customer service solutions for state governments, employers, and consumers. We are dedicated to delivering exceptional customer service experience and are seeking a Remote Call Center Supervisor to join our dynamic team. As a Remote Call Center Supervisor, you will oversee a team of leadership and remote customer service representatives, ensuring they deliver high-quality service and meet performance targets.
Requirements
Minimum Internet Speed of 35 mb/s
Dedicated, private, and secure workspace
Personal laptop or desktop computer required for the Training Period
Complete a background check and health screening
Cable/Fiber Broadband Internet with a hard-wired ethernet connection is required
NOT Compatible: Mobile Internet Service Providers and Satellite.
(For example, T-Mobile is not compatible with our internal systems)
Responsibilities
Ensuring that Customer Service Representatives are readily accessible to manage calls and address inquiries
Manage and support a remote team of Team Leads and Customer Service Representatives
Provide guidance, coaching, and mentorship to ensure performance goals are met and high service standards are maintained
Keep team members updated on new products, services, and policies
Optimize call center procedures and motivate team members
Anticipate and address escalated customer inquiries and high-priority escalations from Exchange stakeholders in a timely and professional manner
Act as a point of contact for complex issues and provide resolution with professionalism and empathy to ensure customer satisfaction.
Fosters open communication channels with remote team members to align with company goals.
Conduct regular team meetings and one-on-one sessions to discuss performance, goals, and any challenges.
Ensure team adherence to company policies, procedures, and regulatory requirements.
Monitor compliance with quality standards and data security protocols.
Prepare monthly performance reports, highlighting key issues and problems
Utilize call monitoring tools to drive the attainment of KPIs per agent at the aggregate level including metrics such as call volume, average handle time, customer satisfaction scores, and first-call resolution rates
Organize schedules that support call center needs
Handle administrative tasks such as scheduling, performance evaluations, and training coordination, as needed
Qualifications
Experience in a call center environment, with at least 1 year experience in a Management or leadership role
Experience in Health insurance industry or call center environment preferred
Excellent communication and interpersonal skills with the ability to effectively interact with remote team members
Strong coaching and mentoring abilities with a focus on developing team members and driving performance improvement
Proficiency in call center technology and software, including CRM systems, call monitoring tools, and workforce management platforms
Ability to work effectively in a fast-paced environment and adapt to changing priorities and requirements
Benefits
Getinsured