Evening Enrollment Supervisor - 3PM - midnight - Atlanta, GA

The Enrollment Supervisor will lead a team of 10-15 Enrollment Services Specialists in a call center environment, through the implementation of the business plan and excellent people skills. Establish a customer-focused culture by implementing and managing initiatives and measurement tools that aim to achieve sales, customer satisfaction, loyalty and retention. The Supervisor manages the daily operations of the team to include work assignments, staffing, training, coaching and evaluating team members. The Supervisor must work effectively with all levels of management and can develop a close working relationship with internal service organizations. 
 
**Leadership Role**
 
*This is an evening position with hours Monday - Friday, 3:00PM - Midnight*
 Primary Responsibilities:

Assist with the creation of department vision and mission that is consistent with the aspirations of Operations
Actively communicates this vision to the team members, customers and clients
Responsible for running daily, weekly and monthly performance reports as needed to support coaching and development plans. Responsible for interpreting the monthly performance scorecards and coaching accordingly
Provides daily direction and communication to assigned team members so that all calls are answered in a timely, efficient and knowledgeable manner. Tracks productivity of assigned team
Works with each team member to ensure daily goals area achieved and that each Specialist’s workload is fully balanced
Provides statistical, performance feedback and coaching to each assigned member on a regular basis
Monitors assigned member’s calls and required system documentation to ensure quality and accuracy
Assists in providing selected training and orientation to new team members to ensure operational procedures and policies are understood and followed
Schedules additional training as needed by assigned team members
Assists management in ensuring adherence to company protocols and procedures as well as in maintaining compliance with applicable laws and regulations
Provides management with a continual evaluation of the effectiveness of processes and procedures
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Knowledgeable of assigned client culture and other special needs of clients
Fosters an environment that promotes the generation of ideas and suggestion
Openly communicates issues to management, using lines of authority appropriately
Develops and implements mid-year and annual department performance reviews
Ensure reporting accuracy and consult with Information Management as needed to ensure operational reports are accurate and timely
Provides input for tracking mechanisms and reports for performance indicators
Evaluates and provides root cause analysis on monthly Performance Review Meetings
Provides input for planning and managing the budgetary process
Other duties as assigned

Required Qualifications:

Associates degree in Business Administration, Health Care or related field or equivalent years of experience
3+ years’ experience in a call center, customer service, telemarketing and/or inside sales
Ability to work Monday-Friday, 3:00PM - Midnight
Proficient PC skills to include Microsoft Office and data entry
Knowledge of spreadsheets, timesheet and database applications
 Preferred Qualifications:

2+ years of previous supervisory experience
Bachelor’s Degree – highly preferred
Basic understanding of statistics
Experience in managed care
 
Are you ready for an opportunity that can transform your career? Get on the Alere Health team as we continue to transform health care every day.
Now part of Optum, Alere Health is building a future of opportunities. We provide leading edge products and services including condition and case management, wellbeing, and women's and children's health services for more than 200 health plans, 89 Fortune 500 employers, 29 states and 22 million people. Now, with our integration into Optum and the UnitedHealth Group organization, our growth and impact is multiplying every day. If you bring a lot of passion and aspiration to your work, you'll fit in here and discover the opportunity to do your life's best work.(sm)
 
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Certain positions are subject to random drug testing.
 
 
Job Keywords: Call center, telemarketing, customer service supervisor, inside sales, healthcare, telemarketing, leadership, management, Atlanta, Georgia, GA