contact centre supervisor

DataPath, Inc.

Role SummaryThe Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.Key Responsibilities<ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul>Required Qualifications<ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul>Pay: $50,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Education:<ul><li>High school or equivalent (Preferred)</li></ul>Experience:<ul><li>call center supervisor: 3 years (Preferred)</li></ul>Work Location: Remote

Contact Center Supervisor

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

NAMI Chicago

<div>
 
 Description
 
 
 
 
 Type:
 
 Full-Time
 
 
 
 Reports
 
 
 to:
 
 988 Training Manager/Crisis &amp; Support Operations
 
 
 
 Office Location:
 
 224 W. Hill St., Suite 410, Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice.
 
 
 
 Schedule:
 
 Monday &ndash; Friday 11 am to 7 pm. This is a fully remote position, but this is subject to change with notice. The training and onboarding schedule may differ from the regular work schedule.
 
 
 
 Background
 
 
 
 
 The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness.
 
 
 NAMI Chicago
 
 
 seeks
 
 
 to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and
 
 
 breaking down
 
 
 barriers to care.
 
 
 
 
 General Job Description
 
 
 
 The 988/Helpline Outbound Supervisor supports NAMI Chicago&rsquo;s mission by directly supervising 988/HL Outbound shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline and 988 Lifeline Crisis Center Outbound Program provides follow-up crisis intervention, emotional support, information, and resource referrals to people living with mental health conditions, their family members and caregivers, mental health providers, and the public following an initial contact with either call center. The 988/HL Outbound Supervisor provides oversight and live coaching to the specialists. In addition, the Supervisor provides support, assistance, and resources to individuals contacting 988 or the Helpline through phone call, text message, chat, and email as needed. This work centers on listening, supporting everyone&rsquo;s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.
 
 
 
 Essential Functions &amp; Responsibilities
 
 
 
 <ul>
 <li>
 Shift Supervision: Supervise and support, provide oversight, guidance, and immediate direction to a team of specialists that, in-turn, provide support, information and referrals to contacts who consented for follow-up. Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise during follow-up contact, including crisis contacts, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors and management. Respond promptly to requests for guidance and support.
 </li>
 <li>
 Supervision &amp; Leadership: Provide regular clinical and administrative supervision to the 988/HL Outbound Specialists to promote continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago&rsquo;s values and the vision for the Outbound Program. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence.
 </li>
 <li>
 Quality Improvement: Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Outbound Specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.
 </li>
 <li>
 Training &amp; Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Crisis &amp; Support Operations management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by management.
 </li>
 <li>
 Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization&rsquo;s wellness policies.
 </li>
 <li>
 Other Duties: Perform other duties as assigned
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Education and Experience
 
 
 
 <ul>
 <li>
 Master&rsquo;s degree in a social service field; Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code.
 </li>
 <li>
 At least 1 year of experience providing training, lead work, and/or people management.
 </li>
 <li>
 At least 2-3 years of relevant experience providing social service support through telephonic outreach, crisis, and/or case management
 </li>
 <li>
 At least 2 years of experience working with vulnerable populations
 </li>
 <li>
 Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.
 
 
 </li>
 </ul>
 
 Essential Knowledge, Skills And Abilities
 
 
 
 <ul>
 <li>
 Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts NAMI Chicago call centers. The NAMI Chicago call centers are a no-barriers access points to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness.
 </li>
 <li>
 Ability to make real-time rapid assessments of individuals during follow-up contact, as well as Outbound Specialist&rsquo;s needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations.
 </li>
 <li>
 Excellent verbal and written communication skills, with the ability to effectively communicate with team members, those in crisis, their families, caregivers, and community stakeholders.?
 </li>
 <li>
 Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.
 </li>
 <li>
 Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.
 </li>
 <li>
 Familiar with community resources and how to work with law enforcement and other community organizations (i.e., hospitals, outpatient clinics, etc.).
 </li>
 <li>
 Utilizes a growth mindset in supervisory tasks and connections with the team.
 
 
 </li>
 </ul>
 
 Welcome Qualifications
 
 
 
 <ul>
 <li>
 Previous experience at a social service warmline or hotline
 </li>
 <li>
 Bilingual in Spanish and English
 </li>
 <li>
 Certification in crisis interaction or suicide prevention
 </li>
 <li>
 Current ASIST or SafeTALK certification
 
 
 </li>
 </ul>
 
 Available Benefits
 
 
 
 <ul>
 <li>
 Company sponsored wellness activities.
 </li>
 <li>
 Medical, Dental and Vision benefits.
 </li>
 <li>
 Company sponsored Life and AD&amp;D Insurance and Long-Term Disability.
 </li>
 <li>
 401k Retirement plan.
 </li>
 <li>
 Critical llness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.
 </li>
 <li>
 Generous PTO.
 
 
 </li>
 </ul>
 
 NAMI Chicago is an inclusive employer, we welcome
 
 
 and
 
 
 encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.
 
 
 
 
 Salary Range: $57,000 - $60,000
 
</div>

988/Helpline Outbound Supervisor

<div>Description:

Type: Full-Time
Reports to: 988 Training Manager/Crisis &amp; Support Operations
Office Location: 224 W. Hill St., Suite 410, Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice.
Schedule: Monday &ndash; Friday 11 am to 7 pm. This is a fully remote position, but this is subject to change with notice. The training and onboarding schedule may differ from the regular work schedule.
Background:
The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care.
General Job Description:
The 988/Helpline Outbound Supervisor supports NAMI Chicago&rsquo;s mission by directly supervising 988/HL Outbound shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline and 988 Lifeline Crisis Center Outbound Program provides follow-up crisis intervention, emotional support, information, and resource referrals to people living with mental health conditions, their family members and caregivers, mental health providers, and the public following an initial contact with either call center. The 988/HL Outbound Supervisor provides oversight and live coaching to the specialists. In addition, the Supervisor provides support, assistance, and resources to individuals contacting 988 or the Helpline through phone call, text message, chat, and email as needed. This work centers on listening, supporting everyone&rsquo;s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.
Essential Functions &amp; Responsibilities:<ul><li>
Shift Supervision: Supervise and support, provide oversight, guidance, and immediate direction to a team of specialists that, in-turn, provide support, information and referrals to contacts who consented for follow-up. Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise during follow-up contact, including crisis contacts, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors and management. Respond promptly to requests for guidance and support.</li><li>
Supervision &amp; Leadership: Provide regular clinical and administrative supervision to the 988/HL Outbound Specialists to promote continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago&rsquo;s values and the vision for the Outbound Program. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence.</li><li>
Quality Improvement: Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Outbound Specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.
</li><li>Training &amp; Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Crisis &amp; Support Operations management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by management.</li><li>
Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization&rsquo;s wellness policies.</li><li>
Other Duties: Perform other duties as assigned
</li></ul>Requirements:

Education and Experience<ul><li>
Master&rsquo;s degree in a social service field; Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code.</li><li>
At least 1 year of experience providing training, lead work, and/or people management.</li><li>
At least 2-3 years of relevant experience providing social service support through telephonic outreach, crisis, and/or case management</li><li>
At least 2 years of experience working with vulnerable populations</li><li>
Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.</li></ul>
Essential Knowledge, Skills and Abilities:<ul><li>
Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts NAMI Chicago call centers. The NAMI Chicago call centers are a no-barriers access points to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness.</li><li>
Ability to make real-time rapid assessments of individuals during follow-up contact, as well as Outbound Specialist&rsquo;s needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations.
</li><li>Excellent verbal and written communication skills, with the ability to effectively communicate with team members, those in crisis, their families, caregivers, and community stakeholders.?</li><li>
Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.</li><li>
Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.</li><li>
Familiar with community resources and how to work with law enforcement and other community organizations (i.e., hospitals, outpatient clinics, etc.).</li><li>
Utilizes a growth mindset in supervisory tasks and connections with the team.</li></ul>
Welcome Qualifications:<ul><li>
Previous experience at a social service warmline or hotline</li><li>
Bilingual in Spanish and English</li><li>
Certification in crisis interaction or suicide prevention</li><li>
Current ASIST or SafeTALK certification</li></ul>
Available Benefits:<ul><li>
Company sponsored wellness activities.</li><li>
Medical, Dental and Vision benefits.</li><li>
Company sponsored Life and AD&amp;D Insurance and Long-Term Disability.</li><li>
401k Retirement plan.</li><li>
Critical llness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.</li><li>
Generous PTO.</li></ul>
NAMI Chicago is an inclusive employer, we welcome and encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.
Salary Range: $57,000 - $60,000</div>

Qualfon

<div>Overview:
<div>
Mission: As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div> 
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</div><div></div><div> 
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/</div>
Responsibilities:
<div>
Dimensions of Leadership:</div><div></div><div> 
1. Mentor: Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div> 
o Coaching and Development:</div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div> 
2. Manager: Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div> 
o Client and Internal KPIs:</div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div> 
3. Messenger: Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div> 
o Communication and Team Building:</div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor

MedImpact Healthcare Systems, Inc.

<div>
 
 Exemption Status
 
 
 
 United States of America (Exempt)
 
 
 $56,006 - $75,608 - $95,209
 
 
 &ldquo;Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.&rdquo;
 
 
 This position is not eligible for Sponsorship.
 
 
 MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!
 
 
 Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.
 
 
 At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!
 
 
 
 Summary
 
 
 
 
 Job Description
 
 
 
 Has primary responsibility for supervision of a variety of Contact Center Services staff. Manages day-to-day operations in the achievement of defined service objectives. Supports management to assure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation. Provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. Trains and develops staff to successfully perform their duties and advance within the Operations career path. Relies on knowledge and experience of healthcare operations concepts, practices and procedures. Takes responsibility for personal growth and career engagement. Leads performance conversations through coaching, feedback, and training, addressing performance gaps promptly and professionally to maintain service quality and compliance. A wide degree of independence, latitude and creativity is expected.
 
 
 
 Essential Duties and Responsibilities
 
 include the following. Other duties may be assigned.
 
 
 <ul>
 <li>
 Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Ensures that staff is properly trained and supervised to accurately execute processing needs in compliance with performance standards and regulatory agencies in a timely manner.
 </li>
 <li>
 Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance &amp; performance standards, administering employee corrective action, and making compensation recommendations. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance.
 </li>
 <li>
 Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables. Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria. Sets high standards and encourages new ideas for improving organizational performance.
 </li>
 <li>
 Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business. Participates as a member of cross functional workgroups, teams, and committees as assigned.
 </li>
 <li>
 Sets high standards and encourages new ideas for improving team performance. Takes informed risks and remains open minded and flexible. Promotes continuous improvement by documenting processes, assigning roles &amp; responsibilities, and measuring results. Seeks out and actively participates in business initiatives that contribute to service excellence.
 </li>
 <li>
 Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives.
 </li>
 <li>
 Works with Call Center Manager and Director to implement strategic business work plan goals.
 </li>
 <li>
 Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers. Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results. Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
 
 
 </li>
 </ul>
 
 Supervisory Responsibilities
 
 
 
 Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
 
 
 
 Client Responsibilities
 
 
 
 This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.
 
 
 
 Qualifications
 
 
 
 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
 
 Education And/or Experience
 
 
 
 BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position. A minimum of 2-3 years&rsquo; experience in a PBM or healthcare environment preferred.
 
 
 
 Computer Skills
 
 
 
 Proficiency with MS Windows Office programs, including MS Word, Excel, Power Point and Outlook to create complex documents, manage schedules, and analyze data.
 
 
 
 Certificates, Licenses, Registrations
 
 
 
 Current Pharmacy Technician License and/or CPhT certification preferred.
 
 
 
 Other Skills And Abilities
 
 
 
 <ul>
 <li>
 Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills.
 </li>
 <li>
 Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
 
 
 </li>
 </ul>
 
 Reasoning Ability
 
 
 
 <ul>
 <li>
 Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
 </li>
 <li>
 Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
 
 
 </li>
 </ul>
 
 Mathematical Skills
 
 
 
 <ul>
 <li>
 Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
 </li>
 <li>
 Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
 
 
 </li>
 </ul>
 
 Language Skills
 
 
 
 <ul>
 <li>
 Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
 </li>
 <li>
 Present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
 
 
 </li>
 </ul>
 
 Competencies
 
 To perform the job successfully, an individual should demonstrate the following competencies:
 
 
 Building Effective Teams
 
 
 Decision Quality
 
 
 Informing
 
 
 Confronting Direct Reports
 
 
 Delegation
 
 
 Organizational Agility
 
 
 Customer Focus
 
 
 Drive for Results
 
 
 Political Savvy
 
 
 
 Physical Demands
 
 
 
 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
 
 While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
 
 
 
 Work
 
 
 Environment
 
 
 
 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
 
 This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).
 
 
 
 Work Location
 
 
 
 This position must work on-site at the Plymouth, MI location for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.
 
 
 
 Working Hours
 
 
 
 This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm.
 
 
 
 Travel
 
 
 
 This position requires domestic travel of up to 10% of the time.
 
 
 
 The Perks
 
 
 
 <ul>
 <li>
 Medical / Dental / Vision / Wellness Programs
 </li>
 <li>
 Paid Time Off / Company Paid Holidays
 </li>
 <li>
 Incentive Compensation
 </li>
 <li>
 401K with Company match
 </li>
 <li>
 Life and Disability Insurance
 </li>
 <li>
 Tuition Reimbursement
 </li>
 <li>
 Employee Referral Bonus
 
 
 </li>
 </ul>
 To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers
 
 
 MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
 
 
 California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.
 
 
 Equal Opportunity Employer, Male/Female/Disabilities/Veterans
 
 
 
 Osha/Ada
 
 
 
 To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
 
 
 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
 
 Disclaimer
 
 
 
 The above
 
 
 statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
</div>

Supervisor, Contact Center Services

HSBC

<div>
 The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we&rsquo;re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
 
 
 Some careers have more impact than others.
 
 
 If you&rsquo;re looking for a career where you can make a real impression, join HSBC and discover how valued you&rsquo;ll be.
 
 
 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
 
 
 
 Some Careers Have More Impact Than Others.
 
 
 
 If you&rsquo;re looking for a career where you can make a real impression, join HSBC and discover how valued you&rsquo;ll be.
 
 
 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
 
 
 We are currently seeking an experienced professional to join our team in the role of
 
 UKCS Agent
 
 
 
 
 Principal Responsibilities
 
 
 
 
 Impact on the Business
 
 
 
 <ul>
 <li>
 Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer&rsquo;s issues at first contact where possible.
 </li>
 <li>
 Delivers what is promised in line with customer expectations
 </li>
 <li>
 Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
 
 
 </li>
 </ul>
 
 Customers / Stakeholders
 
 
 
 <ul>
 <li>
 Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
 </li>
 <li>
 Generating customer loyalty through strong knowledge of key products and services
 </li>
 <li>
 Owns and resolves issues and understands how and when to escalate
 
 
 </li>
 </ul>
 
 Leadership &amp; Teamwork
 
 
 
 <ul>
 <li>
 Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
 </li>
 <li>
 Values diversity amongst team
 
 
 </li>
 </ul>
 
 Operational Effectiveness &amp; Control
 
 
 
 <ul>
 <li>
 Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
 </li>
 <li>
 Maintains HSBC internal control standards
 </li>
 <li>
 Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Must be university graduate in any discipline
 </li>
 <li>
 Must be proficient language(s) required by the process
 </li>
 <li>
 Open to working flexible shifting schedules
 </li>
 <li>
 Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
 </li>
 <li>
 Takes pride in delivering what is promised in line with the customer and service expectations
 </li>
 <li>
 Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
 </li>
 <li>
 Ability to work in a high-volume, fast paced environment is required
 </li>
 <li>
 Proficiency with personal computers and basic software packages and specialised applications
 </li>
 <li>
 Excellent communication skills and is polite and friendly at all times
 </li>
 <li>
 Displays patience and empathy
 
 
 </li>
 </ul>
 Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
 
 
 The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
 
 
 
 You&rsquo;ll achieve more when you join HSBC.
 
 
 
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 
 
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 
 
 <ul>
 <li>
 Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
 
 
 </li>
 </ul>
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 
 
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 
 
 ***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
</div>

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