Overview:
SXC Health Solutions Corp. is redefining pharmacy benefit management by providing a broad range of pharmacy spend management solutions and information technology capabilities. Our product offerings and solutions combine a wide range of PBM software applications, application service provider (ASP) processing services, and professional services designed for many of the largest organizations in the pharmaceutical supply chain, such as pharmacy benefit managers, managed care organizations, self-insured employer groups, retail pharmacy chains, and state and federal government entities.
Responsibilities:
The Supervisor of Customer Support Services is a position that is responsible for the day-to-day operations of a team of Customer Support Representatives. This position plans, directs, supervises and evaluates workflow and coordinates work activities to achieve service level goals and productivity as required. They recognize and recommend operational improvements and are responsible for the day-to-day application of organizational policies and procedures. They monitor performance of staff members according to established monitoring standards. They demonstrate ability to effectively manage human resource issues such as time and attendance, staff selection and performance management. They guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills, including the ability to act as a role model within the organization. They will be the first line contact for escalated issues and or calls as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Functions:
Direct, coach and develop a team of up to 15 Customer Support Representatives
Manage attendance, schedule adherence, off-phone activities and other dimensions of CSR performance to identify and coach areas of opportunity
Conduct phone monitoring of CSR and provide constructive feedback based on observations
Handle escalated calls as needed
Follow-up on issues escalated to the Escalation Mailbox
Delegate escalated issues to Sr. CSRs and high level CSRs for staff development and growth opportunities
Plan, assign, and direct work, appraise performance, reward and discipline employees, address complaints and resolve problems within the team
Assist in the hiring process
Assist in the preparation of performance reviews
Deliver performance reviews in conjunction with the Call Center Manager Meet monthly with each staff member to go over performance status
Assist with training as needed in conjunction with the Trainers and the Sr. CSRs
Lead weekly Team meetings with staff to keep them informed of changes to policy and procedures and corporate communications
Meet with the Call Center Manager weekly to report on Team performance and personnel issues Supervisory
Responsibilities: Directly supervises Customer Support Respresentatives and Claims Processors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they arise. Work collaboratively with the Call Center Manager in all aspects of call center operations including performance management, disciplinary actions, hiring decisions and budgetary consultation Distribute information about company policies and procedures to associates. Represent management, in the absence of the Call Center Manager, at meetings regarding Client issues and on issues dealing with enforcement of company policies and procedures, and the security and protection of company assets.
Qualifications:
Knowledge, Skills and Abilities: ? Knowledge of the Pharmacy Benefit Management and/or Health Insurance Industry from a customer support perspective ? Knowledge of Call Center industry through work experience and as obtained through courses provided by ICMI or CIAC ? Strong written and verbal communication skills. ? Strong interpersonal skills ? Ability to effectively present information and respond to questions from groups of associates, managers and clients. ? Ability to comprehend ACD statistical reporting and apply it to the operation of the department. ? Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. ? Working knowledge of word processing, spreadsheet, and familiarity with scheduling software applications. ? Ability to maintain a high level of consistency while working with team members. ? Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout. ? Ability to understand what style of conflict resolution is best suited for a particular situation. ? Ability to determine the needs of each individual team member and assist them in achieving set goals. ? Demonstrate a clear understanding of company and client confidentiality. ? Excellent organizational skills ? Exemplary coaching/motivational skills at both an individual and team level ? Adaptable and able to move with change while maintaining a positive attitude and strong role model for the Team Education and Experience: ? HS Diploma or equivalent required; a BS/BA degree preferred. ? Certification and experience as a Pharmacy Tech highly desired ? 2 years minimum of Customer Service experience required ? 1 year of supervisor/manager experience in a call center environment with 10 or more direct reports is preferred ? Knowledge of Human Resources policies and procedures is desired ? Experience in team interactions and improvement methods/projects (e.g. coaching, quality, training, productivity)
