Licensed Healthcare Customer Experience Supervisor

Job Description

About the Role

Title: Licensed Healthcare Customer Experience Supervisor

Job Description:

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement program

Purpose

Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures

This position is 100% work at home.

Responsibilities

Your Responsibilities

Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics

80% of your day will consist of coaching and educating agents on how to improve their performance

Create an environment focusing on fun, enthusiasm and accountability

Take initiative and show leadership by creating performance improvement plans

Administer coaching and disciplinary action when appropriate

Handle both internal and client led performance discussions

Perform other related duties and assignments as required and as assigned by supervisor or other management

Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Must be able to take calls when needed.

Qualifications

Qualifications

Active AEP License (Annual Election Period) – 2-40 or 2-15 license

College degree preferred or equivalent work experience required

Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others

Solid organizational, administrative, leadership and time management skills

Ability to demonstrate personal ownership of tasks and follow through to obtain desired results

Must have a keen sense of attention to detail

Skilled in determining why and how tasks should be attempted and their effective completion

Proven experience in overcoming unexpected difficulties and using logical problem-solving skills

Typing speed of 25 wpm

Excellent written and verbal communication skills consistent with North American business standards

Must have availability to work various shifts influenced by current business needs

High school diploma or GED required

Excellent attendance history is required

Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks