12 days old

Call Center Supervisor

Keystone Peer Review Organization, Inc.
Nashville, TN 37201
  • Job Code
    CALLC02272-00001



Summary Description





Responsible for supervising the day-to-day operations of the customer service functions to successfully meet contract deliverables.







Accountabilities / Essential Functions





  • Interviews, hires and trains customer service staff, conducts customer service staff performance management sessions.

  • Monitors and supervises daily workload of customer service areas, ensuring performance standards are met.

  • Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria including Call Abandonment rates, Average Speed to Answer, Call Time, etc.

  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Conducts internal quality monitoring activities monthly.

  • Answers questions and recommends corrective services to address customer complaints, within contract guidelines and KEPRO policy.

  • Communicates and follows up to insure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions

  • Determines work procedures, prepares work schedules, and expedites workflow.

  • Consults with Manager on complicated and complex unresolved issues or precedent setting decisions.

  • Ensures customer service related contract deliverables of all assigned contracts are met.

  • Assists with other duties as assigned.

  • Other duties as assigned





The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.







  • Education

  • Associates Degree required.

  • Bachelors Degree preferred.





  • Skills, Knowledge Abilities (SKA)

  • Ability to identify and resolves problems in a timely manner, gather and analyze information skillfully; work well in group problem solving situations and maintain a calm demeanor in difficult situations.

  • Adept at dealing with contract and provider relationships. Customer service focused: Able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.

  • Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.

  • Contributes to building a positive team spirit.

  • Knowledge of Microsoft software applications (Word, Excel, PowerPoint, Access).

  • Proficient in call center technologies/customer service management systems.



  • Experience

  • Four years experience in a call center environment.

  • One-year experience in a supervisory role.

  • Experience in a healthcare or insurance environment strongly preferred.





  • Mental and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.





EOE AA M/F/Vet/Disability



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities



The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information.



See job description





Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
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Sponsored by:
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Call Center Supervisor

Keystone Peer Review Organization, Inc.
Nashville, TN 37201

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