Job description
The Supervisor is responsible for managing agent performance to ensure a 100% productivity, efficiency and quality to meet organizational and program goals daily. The supervisor will collaborate with the Quality Analyst to coordinate performance improvement and accountability of agents. The Supervisor will work with Client Services and Training on any team or program development needs. The Supervisor is responsible for agent satisfaction and motivation.
PERFORMANCE MANAGEMENT
- Periodic monitoring and update of agent performance within the shift
- Adheres to and implements the threshold management guideline for the performance management
- Daily Chairside Observation (1 Hr, rotational)
- Weekly Auditing of a minimum of 1 audit per agent
- Collaborates with Quality Auditors to ensure agent performance improvement.
- Collaborating with Client Services on program improvements and needs
- Collaborating with Training department on skill and program development needs
- Monthly agent performance evaluation, coaching and goal setting.
- Adherence to progressive corrective action guideline
- Issuance of any performance management related documents including but not limited to coaching logs, NTE, DA
- Real-time endorsement of performance management related documents to HR
GENERAL TEAM SUPPORT
- Queue Management
- Inquiry Response
- Facilitation of Team Huddle/Meeting for work-related activities including but not limited to process updates, Calibration, Skill Transfer
ADMINISTRATIVE TASKS
- Time Management (Billable Hours, VL Requests, Re- computation)
- Agent escalated requests (collation and sending to the client)
- Preparation of data for Business Review
- Daily performance and Chairside Observation feedback
MEETINGS/CONFERENCES
- Management Meetings
- Allocation Call
- Client Calls (As needed)
- Business Review
QUALIFICATIONS:
- College graduate or some college education preferred.
- 1-2 years of supervisory experience Medical background, training or experience required
- Working knowledge of ICD-10 coding procedure
- Working knowledge of RCA (Root Cause Analysis and Coaching skills.)
- Call center experience desired
- Knowledge of Windows application, Microsoft Word and Excel, or similar software applications, proficiency preferred
- Ability to identify challenges, underlying issues and make recommendations for process improvement
- Proficient in critical thinking skills, and conflict resolution
- Proficient in using Excel
ESSENTIAL REQUIREMENTS:
- Must be available during dialing hours
- Must be able to multitask
- Must be able to work independently
- Effectively manages time
Job Types: Full-time, Permanent
