Region 3 Member Services Supervisor - Access2Care
Montgomery, AL 36101
About the Job
The Call Center Supervisor’s job entails organizing and directing the daily activities of the call center’s operation. The main responsibility of a call center supervisor is to manage, train, and guide call center representatives to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance and analyze reports. They prepare and assist in the development of schedules to control adequate staffing levels.
Essential Duties and Responsibilities:
- Accept and handle supervisory requests and calls from staff and customers. Provide the Call Center - Manager with all information about any extraordinary situations.
- Ensure that the staff follows call control procedures at all times and enforce all department and company policies.
- Collaborate with the Call Center Manager in the development and implementation of any training for newly hired and existing Customer Service Representatives.
- Act as a resource for the Customer Service Representatives.
- Maintain accurate performance evaluations of the Customer Service Representatives by reviewing message history, call history, trip setup and recorded calls.
- Coordinate and approve the monthly schedule, scheduling requests and call que assignments.
- Provide back-up support to the Call Center Manager as necessary.
- Assist in the hiring process.
Minimum Qualifications:
- High School Diploma or GED. College Degree preferred.
- Two years call center experience preferred.
- Two years of supervisory/leadership experience preferred.
- Must be proficient with Microsoft Office software.
- Healthcare industry experience is preferred.
- Demonstrated knowledge of medical terminology is preferred.
- Must type 40 wpm.
- Must have effective oral, written, and interpersonal communication skills.
MTM has signed an agreement to acquire Access2Care. The acquisition is expected to close this fall. Upon close, Access2Care employees will transition to MTM employment. MTM is a company that prides itself on diversity, inclusion, and belonging, with a culture that promotes healthy living, excellent work-life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. Click here to learn more!
EEO Statement:
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.