Call Center Supervisor

GetInsured is a leading provider of health insurance technology and customer service solutions for state governments, employers, and consumers. We are dedicated to delivering exceptional customer service experience and are seeking a Remote Call Center Supervisor to join our dynamic team. As a Remote Call Center Supervisor, you will oversee a team of leadership and remote customer service representatives, ensuring they deliver high-quality service and meet performance targets.

Requirements

• Minimum Internet Speed of 35 mb/s 

• Dedicated, private, and secure workspace 

• Personal laptop or desktop computer required for the Training Period 

• Complete a background check and health screening 

• Cable/Fiber Broadband Internet with a hard-wired ethernet connection is required 

• NOT Compatible: Mobile Internet Service Providers and Satellite.  

(For example, T-Mobile is not compatible with our internal systems)

Responsibilities

• Ensuring that Customer Service Representatives are readily accessible to manage calls and address inquiries
• Manage and support a remote team of Team Leads and Customer Service Representatives
• Provide guidance, coaching, and mentorship to ensure performance goals are met and high service standards are maintained
• Keep team members updated on new products, services, and policies
• Optimize call center procedures and motivate team members
• Anticipate and address escalated customer inquiries and high-priority escalations from Exchange stakeholders in a timely and professional manner
• Act as a point of contact for complex issues and provide resolution with professionalism and empathy to ensure customer satisfaction.
• Fosters open communication channels with remote team members to align with company goals. 
• Conduct regular team meetings and one-on-one sessions to discuss performance, goals, and any challenges.
• Ensure team adherence to company policies, procedures, and regulatory requirements.
• Monitor compliance with quality standards and data security protocols.
• Prepare monthly performance reports, highlighting key issues and problems
• Utilize call monitoring tools to drive the attainment of KPIs per agent at the aggregate level including metrics such as call volume, average handle time, customer satisfaction scores, and first-call resolution rates
• Organize schedules that support call center needs
• Handle administrative tasks such as scheduling, performance evaluations, and training coordination, as needed

• Experience in a call center environment, with at least 1 year experience in a Management or leadership role
• Experience in Health insurance industry or call center environment preferred
• Excellent communication and interpersonal skills with the ability to effectively interact with remote team members
• Strong coaching and mentoring abilities with a focus on developing team members and driving performance improvement
• Proficiency in call center technology and software, including CRM systems, call monitoring tools, and workforce management platforms
• Ability to work effectively in a fast-paced environment and adapt to changing priorities and requirements

Benefits

• 401k matchable up to 4%
• Individual Care Health Reimbursement Arrangement (ICHRA)
• Paid Time Off (PTO)
• Paid Training