CareCentrix

  • Supervisor - Operations - Customer Solutions

    Job Locations US-CT-Hartford
    Job ID
    2018-5443
    Category
    Customer Service Center
  • Overview

    The Supervisor of Operations supervises a team of non-exempt associates within assigned unit in Operations. The Supervisor of Operations is responsible for supporting cross-functional process improvement efforts to ensure department goals are met by coaching, recommending retraining, and mentoring associates.

    Responsibilities

    • Works with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching (Ulysses methodology).

    • Supports management in driving strategic direction at the lead and staff level.
    • Support leads on escalated interactions, 2nd point of contact.
    • Works with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring.
    • Supports cross-functional process improvement efforts.

    • Keeps abreast of technological and industry developments

    • Processing of all direct reports timecards and ensuring all associates are completed.
    • Reward and recognize associates monthly for performance above and beyond expectations.

    • Perform interviews for new hires and tracking for all requisitions at the lead associate and associate level.

    • Reviews and adheres to all Company policies and procedures and the Employee Handbook.

    Qualifications

    • Associate’s Degree
    • 1 year of experience in a lead/supervisory role
    • 2 years of experience in operations preferably in the medical, insurance or healthcare field
    • Knowledge of Excel, Word and Outlook

    CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.

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