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Corporate Functions & Operations WellCare - Customer Service Careers

Customer Service - Supervisor Job

Full Job Title: Supervisor, Customer Service - Cypress

Job Number: 1702409

Location: Cypress, CA

Date Posted: 7-13-2017

Location Cypress

Dept CS

Reports to Director State Ops

Level L15

Position provides direct management of call center associates (Non-Exempt) and/or assists in activities for the business function (or multiple functions) within the call center, internal and/or external. People management, Root Cause Analysis, Trending, and Process Improvement all can be key aspects of this position. Assignments are broad in nature.

Essential Functions:

  • Manages and develops non-exempt direct reports.
  • Manages and Monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level
  • Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing
  • Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching
  • Serves as liaison between departments when it becomes necessary due to member or workflow issues
  • Develops, recommends, and implements process improvements to improve efficiencies and services provided
  • Completes root cause analysis on data error reports from customer service systems and from business units
  • Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills
  • Updates and creates resources on Well Care link applicable to the call center, such as timely announcements, step actions, reference call tools, FAQs etc.
  • Ensures WellCare link is update to with the appropriate materials
  • Trains CSRs on new processes and refresher training
  • Creates/revises training as needed
  • Facilitate and participate in meetings with other departments and line of business as needed
  • Act in a liaison capacity for the Mgr/ Sr Mgr representing the call center with other areas and business units
  • Reviews Training materials for the business
  • Completes gap analysis on training for the business
  • Other duties as assigned


Additional Responsibilities:Candidate Education:
  • Required A High School or GED or equivalent
  • Preferred An Associate's Degree in a related field
  • Preferred A Bachelor's Degree in a related field
Candidate Experience:
  • Required 4 years of experience in a Customer Service or call center environment
  • Preferred Other Prior supervisory and healthcare experience
Candidate Skills:
  • Intermediate Demonstrated analytical skills
  • Intermediate Demonstrated written communication skills
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Ability to communicate and make recommendations to upper management
  • Intermediate Other In-Depth knowledge of Health Insurance
  • Intermediate Other Strong understanding of managed care and its place in the health care industry
  • Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
Licenses and Certifications:Technical Skills:Languages:

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Last Updated On: 12/9/2015