Supervisor, Customer Service

Job description

About The Role BHPS is seeking an experienced Customer Service Supervisor to manage the company’s service operations for members and providers and high traffic call center. The Supervisor directly manages the daily performance an activities of the Customer and/or Provider Service call center representatives to ensure customer satisfaction and achievement of the department’s KPI’s. The Supervisor continually reviews call traffic reports and adjusts staffing levels to meet the needs of the business. Primary Responsibilities: - The Customer Service Supervisor will handle inbound calls from physicians, hospitals and other medical provider representatives - Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed - Continually monitors the teams call center metrics, quality assurance scores and productivity reports - Assist the Customer Service Manager with performance reports, QA review sessions and re-training initiatives - Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators) - Answers and handle call center calls when needed to ensure meeting K...