Licensed Health Supervisor/Coach-SEASONAL

The Supervisor will be responsible for developing a Team of high performing Agents who meet the key performance metrics and standards of the program. The Coach will work one on one with tenured and new hire Licensed and Service Agents to implement coaching strategies for continuous improvement and accomplishment of program goals. The Coach monitors calls to ensure that all customer needs are met and Client compliance guidelines followed, and will ensure that representatives are abiding by all Company policies. The Coach will also serve as a floor supervisor to all Agents scheduled for live support and escalation procedures. Coaches will employ tactical execution of both company leadership expectations and the program methodology ensuring all internal and external key performance indicators are attained.
Responsibilities:
• Motivate, support, guide and direct all assigned representatives in the attainment of internal and external key performance indicators. Develops personalized plans for continuous improvement and track development.
• Monitor behaviors and actions of assigned representatives and proactively addresses opportunities and concerns when observed
• Conduct weekly Team Meetings, huddles and side by side coaching sessions. Bi-weekly performance reviews of assigned representatives and Team performance with Operations Manager.
• Participation in Client or company planning meetings as needed.
• Conduct interviews with new representative candidates.
• Provide continuous Training and support for agents and service representatives.
• Deliver and track disciplinary and corrective actions in accordance with company policy when applicable.
• Perform additional administrative duties as directed.
include mentoring, coaching, interpersonal skills, conflict resolution and organization.
• Full time availability within all hours of operation, including nights and weekends
The preferred candidate is a perceptive person who is capable of relating to individuals at all levels with a proven ability to drive performance and results in a fast-paced call center environment. The right candidate will be sensitive to corporate needs, employee goodwill, and the public image. Effective time management skills are critical. Demonstrated track record of strong written and verbal communication skills and the ability to excel in a Team environment or independently as required are important. Professional acumen for interaction with multiple levels within the organization is expected.

This position is seasonal, and will on or before February 27, 2015.


Minimum Requirements

Minimum Requirements:

• Experience on Individual and Family Program is helpful.
• Bachelor's degree preferred. Equivalent experience may be considered.
• Contact center supervisory experience.
• Working knowledge of Microsoft Office applications, especially Outlook and Excel.
• Significant skills