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Supvr, Customer Service
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Phoenix, Arizona |
About this job
POSITION SUMMARY
Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
Fundamental Components:
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
Remove barriers to job performance and ensures regulatory compliance.
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.
Effectively applies and enforces HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
2 years leading customer service team or identified as a successor or have acted in a lead/ interim supervisor role
Location Dever, CO
Experience with call center environment. Utilization Management preferred
Change Management experience
Employee development
Advanced organizational skills
Strong communication skills
Foundational call center tool knowledge (WFM, CMS, RTA)
EDUCATION
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Management/Management - Customer Service/1-3 Years
Functional - Customer Service/Customer Service - Outbound calls - Environments ADD/1-3 Years
Functional - Customer Service/Management: < 25 employees/1-3 Years
REQUIRED SKILLS
Leadership/Collaborating for Results/ADVANCED
Leadership/Creating Accountability/ADVANCED
Leadership/Driving Change/ADVANCED
DESIRED SKILLS
General Business/Communicating for Impact/ADVANCED
Leadership/Engaging and Developing People/ADVANCED
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Management
Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
Fundamental Components:
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
Remove barriers to job performance and ensures regulatory compliance.
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.
Effectively applies and enforces HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
2 years leading customer service team or identified as a successor or have acted in a lead/ interim supervisor role
Location Dever, CO
Experience with call center environment. Utilization Management preferred
Change Management experience
Employee development
Advanced organizational skills
Strong communication skills
Foundational call center tool knowledge (WFM, CMS, RTA)
EDUCATION
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Management/Management - Customer Service/1-3 Years
Functional - Customer Service/Customer Service - Outbound calls - Environments ADD/1-3 Years
Functional - Customer Service/Management: < 25 employees/1-3 Years
REQUIRED SKILLS
Leadership/Collaborating for Results/ADVANCED
Leadership/Creating Accountability/ADVANCED
Leadership/Driving Change/ADVANCED
DESIRED SKILLS
General Business/Communicating for Impact/ADVANCED
Leadership/Engaging and Developing People/ADVANCED
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Management
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