Call Center Operations Supervisor - St. Petersburg FL

Profile

Description

Your Home Advantage (YHA) is a Humana owned Healthcare Management Company dedicated to improving clinical and quality outcomes by bridging the gap between the physician's office and the member's home.

The Call Center Supervisor is responsible for the daily activities across multiple call center function areas. The Supervisor applies and integrates advanced and predictive analysis, key performance metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, training, diversity and human resource compliance). The Outbound Contacts Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Responsibilities

The Supervisor follows established procedures and guidelines to provide timely and effective support to their agents, department, or other organizational groups to ensure adherence of quality goals, day/monthly/quarterly metrics of Key Performance Metrics (KPI's).

Provide support and identify training needs and development opportunities, through weekly/bi-weekly/monthly coaching sessions with direct reports. Performs escalated or more complex work of a similar nature, supervise team of associates; coordinates and provides day-to-day oversight to associates on strategy and daily plans to achieve production goals. Ensures consistency in execution across team. Holds team members accountable for following established policies. Engages with peers and own team to promote high levels of employee support and morale. Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. Ensures responses to member and/or staffing counterpart inquiries are completed on a timely basis to achieve service and quality standards. Perform other duties as assigned by leadership.

This position will manage a team of 20-30 call center agents, outbound calls to Humana members, with occasional inbound calls.

The hours for this position will be M-F from 9:00AM to 5:30PM with occasional overtime and Saturdays required.

Required Qualifications

High School Diploma

Call center leadership experience

Demonstrated capability with coaching and developing associates formally and informally

Ability to work a team member, as well as independently

Proficiency in Microsoft Office applications, including: Outlook, Word and Excel

Must be able to work Monday-Friday, 9:00AM-5:30PM with occasional overtime and weekends

Preferred Qualifications

Associates or Bachelor's degree

Experience in Healthcare

Prior work experience in an operational setting

Experience with Five 9

Experience with Verint - Workforce Management

Additional Information

This position will be temporary work at home until Humana determines a safe transition back to the office.

Must reside within a commutable distance to St. Petersburg, FL.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com