LOCATION: On-site in Madison, WI
POSITION IS CONTINGENT UPON AWARD OF CONTRACT
SUMMARY:
Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment.
ESSENTIAL FUNCTIONS
- Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, andestablishedoperational practices.
- Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations.
- Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development.
- Assiststaff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed.
- Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences.
- Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals.
- Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations.
- Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmentalobjectives.
- Participate in employee performance evaluations and complete required human resources documentation ina timelyandaccuratemanner.
- Perform other duties and responsibilities as assigned.
REQUIRED SKILLS AND ABILITIES
- Ability to work well with people. Strong leadership skills.
- Exceptional organization and time management skills.
- Positive attitude, good judgment, and strong work ethic.
- Demonstrate excellent interpersonal communication skills.
- Strong computer skills.Proficiencyand speed working in all Microsoft Office products.
- Strong organizational skills, including time management and documentation.
- Knowledge of telephone call center systems.
QUALIFICATION
- Associate degree from an accredited college or university and/orcommensurateexperience in the areas of call center supervisory position.
- Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).
- Previoussupervisory experiencepreferred;at least two or more years of Customer Service experience in a Call Center environment.