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in Carrollton, TX
Customer Service Supervisor - Carrollton TX
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Carrollton, Texas |
About this job
Company Information:
Shield Healthcare has been a leader in medical supplies since 1957 and is a service organization dedicated to fulfilling the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction. We have an overall satisfaction rating of 99% and take pride in maintaining that score. Over the years, Shield HealthCare has expanded nationally with current service locations in Arkansas, California, Colorado, Illinois, Ohio, Texas and Washington.
Job Summary:
We are currently seeking a dynamic Contact Center Supervisor to work in our Carrollton, TX Call Center. Our agents process telephone orders from patients and referral sources in a fast paced, high call volume environment. The primary function of this position is to manage a team of Customer Service Agents, monitor and review daily performance reports, conduct interviews, deliver disciplinary action, handle and resolve escalation calls and provide outstanding customer service.
Benefits:
Medical, Dental and Vision
401(k)
Personal, Sick and Vacation Days
Flexible Spending Account
Life & Disability Insurance
Education Assistance
Employee Discounts
Key Job Responsibilities:
Manages abandonment rate to below 5%
Runs and monitors dialer campaigns through to completion
Manages Available Time to 5.5 hours or above per CSA
Maintains sufficient phone coverage in specialty queues
Monitors, evaluates and assists with follow up on team hold screens
Monitors and ensures completion of returned CSA documents
Monitors quality and productivity of CSAs and generates reports
Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
Answers questions and recommends corrective services to address customer complaints
Coaches agents through side-by-sides on a monthly basis
Determines work procedures, prepares work schedules, and expedites workflow
Studies and standardizes procedures to improve efficiency of subordinates
Maintains harmony among workers and resolves grievances
Prepares and delivers monthly and annual performance reviews with management
Identifies beneficial training topics based on questions and requests from CSAs
Calculates and submits agent incentive points
Places employee orders
Processes order cancellations and account deletions
Miscellaneous projects as assigned by manager
Experience/Qualifications/Education:
Bachelor’s Degree preferred
2 years supervisory experience, preferably in a call center environment
3-5 years customer service experience
Health care industry experience preferred
Proficient in Microsoft Word and Excel
Excellent written and verbal communication skills
Strong organizational skills
Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.