Customer care supervisor
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GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.
An Executive Order was released stating that federal contractors must require COVID-19 vaccinations for all US employees.
As a company that works on federal contracts, we have a legal requirement to comply with the executive order, if it is enforced.
GEHA is growing our Customer Care team and is hiring Supervisors for our Inbound Call Center to support our members as they make important health decisions.
Our Customer Care Supervisors demonstrate a positive, can-do attitude as they supervise, coach, recognize and lead full-time call center representatives to ensure our member's requests are met efficiently with a best-in-class experience.
Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education / training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.
The annual base salary range for this position is $56,123 - $78,577 USD.
Duties
- Leading, mentoring, inspiring & developing staff including interviewing, hiring and administrating disciplinary action when necessary.
- Directing daily workflow to ensure that all call center goals are met.
- Analyzing and interpreting various reports such as productivity schedule adherence, work volume, and call volume statistics, etc.
to make determinations of impact and risk to service levels and provide solutions for positive outcomes.
- Prioritizing our GEHA members first to deliver a great experience.
Education Requirements
Bachelor's degree, preferably in Business, Health Care Administration or related field and / or equivalent experience in a call center industry
Experience Requirements
- Three years of customer service, call center or related experience that includes qualifying supervisory / leadership experience
- Ability to effectively lead people and provide team leadership
- Ability to build and maintain relationships with our customers at all levels, both internal and external
- Strong written and verbal communication skills
- Strong time management skills with the ability to easily shift and adjust priorities throughout the day
- Experience working with deadlines on a daily basis while managing multiple projects and priorities
- At least one year of experience with Microsoft applications including Word and Excel
- Willing to work a flexible schedule to include early mornings and evenings, as business needs require
LI-Hybrid
Preferred Qualifications
- One year of formal supervisory experience
- Prior experience assisting in the planning and development of new strategies and procedures within a Customer Service or Call Center environment
- Knowledge of healthcare, basic insurance, third party terms, and medical terminology
- Prior experience using call center systems and applications such as workforce management tools, NICE, AVAYA, etc.
- Expertise in a high intensity, dynamic production environment
- Ability to evaluate work and process flow to ensure optimal efficiency while maintaining extreme accuracy and data standards
GEHA is an Equal Opportunity Employer. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant.
Our company's corporate headquarters is located in Lee's Summit near Douglas Rd and I-470 with a total of five locations in the Kansas City metropolitan area.
Last updated : 2022-11-09