Call Center Supervisor

DaytoDay Responsibilities:
• Communicating with customer service agents on a daily basis via MS Team chats, Cisco, etc.
• Makes necessary changes in staffing based on day of week and other anticipated events.
• Monitors productivity of customer service representatives and generates reports.
• Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints.
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Determines work procedures, prepares work schedules and expedites workflow.
• Studies and standardizes procedures to improve efficiency of direct reports.
• Maintains collaboration among workers and resolves grievances.
• Prepares composite reports from individual reports by direct reports.
• Directly supervises all employees within the Patient Solutions Program(s).
• 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.



Pay range is $25 -$27, and is dependent on experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Must Haves:
• Healthcare industry background to answer product specific questions coming from the internal agents.
• High school diploma or GED required; some college preferred.
• Experience in a call center or customer service environment.
• Strong computer skills, including Microsoft Office.
• Clear written and verbal communication skills .
• Pharma, medical insurance, or healthcare experience in a customer service related role.
• High speed internet required for remote work.
• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills: Microsoft Office Suite.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.