Supervisor, Customer Service (Albany)

Summary of Position

• Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.
• Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.
• Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
• Provide recommendations for process improvements.

Principal Accountabilities

• Manage staff production and performance in order to meet corporate performance goals.
• Provide ongoing coaching and feedback to staff.
• Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
• Serve as point/escalation person to answer the most complex telephone inquiries.
• Identify and coordinate staff training needs to ensure uniform, professional responses.
• Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
• Monitor and review attendance of staff to ensure proper levels of coverage.
• Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
• Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
• Regular attendance is an essential function of the job.
• Perform other duties as assigned or required.