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Resolution and Support Team Supervisor

Resolution and Support Team Supervisor

Department 
Call Center - Nc
Job Locations 
US-NC-Charlotte
Employment Type 
Regular Full-Time
Position Schedule 
..

More information about this job

Position Summary

Supervises the day-to-day operations of the Contact Center Resolution and Support team. This includes the activities of assigned personnel and workflows to ensure that customer satisfaction, performance standards, and corporate and departmental policies are being achieved. The candidate must have a strong background in leadership problem solving within an operational environment.

Essential Job Functions & Responsibilities

  • Supervises the day-to-day operations of the Contact Center Resolution and Support team and assigned sub-teams
  • Analyzes and evaluates the effectiveness of team operations and provides recommendations for mediation to the Resolution and Support team manager
  • Work collaboratively with all support departments to ensure alignment to organizational goals
  • Communicates and interprets call center policies and procedures and recommends and coordinates implementation new practices
  • Provides tailored coaching and feedback to direct reports to address performance strengths and opportunities and provide development and motivation
  • Provides recommendations for process and workflow improvements through applying working knowledge of the business and clients
  • Research and investigates problems using root cause analysis
  • Acts as a liason between patients, doctors, office managers, etc. to resolve all relevant concerns
  • Initiates and communicates to manager varying needs within the business (i.e. performance reviews, disciplinary actions, etc.)
  • Assists with resolution and support team responsibilities as needed
  • Effectively communicate departmental strategy and expectations to team through expected meeting forums
  • Monitor performance level reports daily, weekly, monthly, quarterly to ensure alignment of team with departmental goals
  • Create an environment of team work within all levels of the organization
  • Maintain high security of sensitive and confidential situation with appropriate tact and diplomacy
  • Example of a leader among peers, modeling the way for future leaders
  • Communicates effectively and in a professional manner
  • Perform general office duties and special projects as assigned

Required Qualifications

Education/Certifications/Licenses:

 

Minimum B.S. degree in health or business administration or equivalent work experience

Master’s degree preferred

 

Performance Standards for Specialty Knowledge, Skills & Abilities:

-3 + years of supervisory experience in a call center environment

-Technical and operational problem solving experience

-Excellent time management and organizational skills

-Demonstrated interpersonal skills necessary to build staff, departmental, and community relationships

-Intermediate level proficiency with Microsoft Office applications

 

 

 

KEY COMPETENCIES REQUIRED FOR EVERY POSITION

 

Customer / Patient Service

Champions WPP’s customer service standards; treats colleagues as true business partners and “customers” in a courteous and professional manner; appropriately identifies the needs of internal and external customers and identifies how to best support those needs.

 

Customer / Patient Service

Acknowledges patients/customers promptly in a warm, courteous manner; proactively offers to help and responds to requests for help; receives and answers patients/customers in a calm, reassuring manner; focuses attention on patients vs. personal business; answers phones, returns calls, and responds to in-person questions promptly; provides accurate information while demonstrating empathy; takes appropriate actions to ensure focus is quality patient care; treats patients, co-workers, physicians, practitioners, and colleagues as “customers”, courteous at all times; adheres to all WMG customer service standards

 

HIPAA, Confidentiality and Infection Control Compliance

Follows office procedures with regard to HIPAA documents and adheres to HIPAA privacy mandates; adheres to confidentiality policy.

 

Problem Solving and Judgment

Demonstrates ability to determine best course of action for resolving issues based on presenting situation; able to assess and view situations from variety of perspectives; can dig deep to identify the real issues; solves problems and/or seeks appropriate guidance to solve problems; able to work independently and make appropriate decisions in absence of “supervisor”

 

Communication

Communicates effectively and clearly both verbally and in writing; conveys information and responds to all in a credible, professional, and clear manner; speaks respectfully to all; keeps others informed of relevant issues; shares information; Uses active listening skills; uses facial expressions, body language and tones of voice that convey positive messages; maintains calm in conflict situations, handling situations and people with tact and professionalism; writes accurate, understandable messages

 

Dependability

Reliable when it comes to attendance and punctuality; if going to be late or absent, calls supervisor in advance; respects how others on team will be impacted by lateness or absentiism or schedule changes; present and accessible during scheduled hours

 

Team Work

Pitches in when help is needed and offers assistance to other team members; builds and maintains constructive relationships; engages in behaviors that support working together as a team; able to see things from another’s perspective; demonstrates work flexibility for good of WMG/team regarding locations, functions, and hours; demonstrates an awareness and sensitivity to cultural diversity

 

Professional Appearance

Takes pride in professional demeanor and appearance; wears appropriate attire/uniform and name tags; takes pride in appearance and cleanliness of work area; keeps work area organized with necessary clinical and non-clinical materials

 

Willingness to Learn/Continuous Learning

Demonstrates ability to learn new things in stated time-frame; demonstrates willingness and ability to adapt to new processes, policies and technology changes; keeps up-to-date with all required education, certification, licenses; assesses and identifies own learning needs

 

 

 

 

  • PHYSICAL JOB REQUIREMENTS:

 

While the following attempts to communicate the traditional physical demands associated with this position, The Company will consider varying such requirements whenever necessary to provide individuals with disabilities an equal employment opportunity. *Place an “X” in the appropriate boxes to indicate the demands and amount of time required in position.

 

 

Physical Demands

Amount of time

 

 

 

Amount. of time

x

 

<1/3

1/3-2/3

>2/3

 

x

 

<1/3

1/3-2/3

>2/3

X

Standing

 

X

 

 

 

Reaching with hands and arms

X

 

 

X

Walking

 

X

 

 

 

Climbing or balancing

X

 

 

X

Sitting

 

X

 

 

 

Stooping, kneeling, crouching, crawling

X

 

 

X

Using hands to finger, handle, feel

 

 

X

 

X

Speaking or hearing

 

 

X

 

x

Physical Requirements

X

Exerting up to 10lbs of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including human body.   Involves sitting most of the time; walking required only occasionally

 

Exerting up to 20lbs of force occastionally, and/or up to 10lbs of force frequently to move objects.

 

Medium Work- Weight is lifted or force exerted up to 50lbs occastionally, and/or up to 20lbs of force frequently or constantly to move objects

 

Heavy Work- Weight is lifted or force exerted up to 100 lbs occasionally, and/or up to 50lbs of force frequently and/or up to 20lbs of force constantly to move objects

 

x

Visual Acuity

X

Close and distance vision: Equipment Operators, Inspectors, Testing, Analysis, Assembly, Clerical, Administrative

 

Color vision (ability to identify and distinguish colors)

 

Depth perception (three-dimensional vision, ability to judge distances and spatial relationships) as in ability to operate a vehicle

 

  Other