Customer Service Supervisor

Profile

Description

The Customer Service Supervisor is responsible for the daily activities across multiple service function areas. They are a liaison between Your Home Advantage Call Center and the Network Management Teams. The Network Management Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Responsibilities

The Customer Service Supervisor follows established procedures and guidelines to provide timely and effective support to an office, business unit, department, or other organization group. Ensures responses to members, clinician and/or provider inquiries are completed on a timely basis to achieve service and quality standards. Make daily decision related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a team of associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.

The hours for this position will be M-F from 9:00AM to 5:30PM with occasional overtime and Saturdays required.

This position will manage a team of 14 customer service associates.

Required Qualifications


High School Diploma
Call center leadership experience
Demonstrated capability with coaching and developing associates formally and informally
Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
Must be able to work Monday-Friday, 9:00AM-5:30PM with occasional overtime and weekends
Must reside within a commutable distance to Deerfield Beach, FL


Preferred Qualifications


Associates or Bachelor's degree
Experience in Healthcare
Prior work experience in an operational setting


Additional Information

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

Scheduled Weekly Hours

40

Company info

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