Description

COMPANY OVERVIEW

Zing Health is a tech-enabled insurance company making Medicare Advantage the best it can be for those 65-and-over. Zing Health has a community-based approach that recognizes the importance of the social determinants of health in keeping individuals and communities healthy. Zing Health aims to return the physician and the member to the center of the health care equation. Members receive individualized assistance to make their transition to Zing Health as easy as possible. Zing Health offers members the ability to personalize their plans, access to facilities designed to help them better meet their healthcare needs and a dedicated care team. For more information on Zing Health, visit www.myzinghealth.com.

SUMMARY DESCRIPTION:

Under the direction of the Call Center Director, the Call Center Supervisor is a role model of customer service excellence for a team of Call Center Representatives (CSR). Manages and trains CSRs to achieve Key Performance Indicators (KPI) through guiding callers to identify the best plan suitable to their needs. Follows up and resolves caller questions or complaints to support the demands of the call center. Prepares and develops schedules to always control adequate staffing levels. Utilizes best practices and performs all duties in accordance with Zing Health and departmental standards, policies, and procedures.

ESSENTIAL FUNCTIONS:

Supervises, plans and manages functions concerning the call center environment
Oversees call monitoring, coaching, training, disciplining, and reviewing all calls of a designated call center team
Manages and trains CSRs to achieve Key Performance Indicators (KPI) through guiding callers to identify the best plan suitable to their needs
Acts as an information source by answering questions, assigning tasks, following-up and giving instruction as needed
Follows up and resolves caller questions or complaints
Ensures the call center team receives the appropriate support and training to apply the best skills and knowledge on the job
Monitors, evaluates and measures performance of CSRs to improve efficiency
Monitors the work schedules of the CSRs, schedules breaks and shifts to allow for adequate coverage
Complies with attendance and performance indicators
Communicates solutions, successes, and opportunities for improvement to the Call Center Leadership
Adheres to Average Speed of Answer (ASA) performance indicators

Requirements

QUALIFICATIONS AND REQUIREMENTS:

JOB REQUIREMENTS:

Required Qualifications

High School Diploma or GED is required
(5) years of experience supervising call center operations is required
(5) years of experience associated with public assistance, Medicaid, Medicare or health care/insurance is required
Prior experience with Microsoft Office Suite is required.
Prior experience handling customer concerns and complaints is required

Preferred Qualifications

Four (4) years or higher from an accredited college or university
Prior experience working with In-Contact phone system
Prior experience in Medicare, Managed Care or Human Services with customer contact by telephone
Three (5) years of experience supervising call center operations in a health plan/healthcare or hospital setting

Salary Description

Salary range: $50,000.00 to $60,000.00