Supervisor, Contact Center Operations Resume Example
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SUPERVISOR, CONTACT CENTER OPERATIONS
Summary
Forward-thinking Contact Center Operations Supervisor proficient in generating high-quality customer-service work. Talented at leveraging persistent approach and strong attention to detail to drive success. Service-oriented and performance-driven with excellent organizational, leadership, multitasking and problem-solving abilities.
Skills
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Experience
Supervisor, Contact Center Operations|MAXIMUS Federal (formerly GDIT) - City , STATE|07/2016 - Current
- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Resolved customer complaints and provided feedback to adjusted policies to meet changing needs.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed
- Perform other duties as assigned by leadership
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
- Coached and mentored staff members through constructive feedback to develop long-term goals.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Conducted coaching monitor evaluations and scorecard reviews with employees.
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
Customer Service Rep, GM 1, Claims AB1, Claims DME|General Dynamics Information Technology - City , STATE|06/2013 - 07/2016
- Asked probing questions to determine service needs and accurately provide information to resolve problems.
- Assisted approximately 30-60 customers each day with Medicare questions, problems and issues.
- Informed customers about billing procedures for their Medicare premiums, provided payment options and information on eligibility for financial assistance and how to apply for help with their Medicare costs.
- Evaluated customer account information to assess current issues and determine potential solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Escalated customer concerns, issues and complaints to appropriate channels.
- Answered 30+ inbound calls per day and provided answers and solutions following appropriate scripting and approved materials.
- Documented conversations with customers to track requests, problems and solutions.
- Cultivated impactful relationships with customers with effective listening and communications skills and delivering knowledge.
- Reviewed account and service histories to identify trends and issues.
- Complied with company policies and government regulations to prevent and detect assignment violations and protect CMS from Medicare Fraud.
Transcription Coordinator|Lawrence Memorial Hospital - City , STATE|01/2011 - 05/2013
- Managed administrative processes and prepared key reports and documentation.
- Managed incoming and outgoing correspondence and health information documents to support smooth daily operations.
- Transcribed medical documents and maintaining accuracy.
- Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
- Made corrections when needed to grammar, spelling and syntax.
- Edited drafts originating from speech recognition software to eliminate errors and improve flow.
- Transcribed and edited reports from hospital physicians.
- Reviewed medical records for accuracy and completion as required by insurance companies and by law.
- Translated medical jargon and short-hand data into correct terminology.
- Transferred transcribed materials into electronic health records system.
- Assigned jobs to other transcribers based on priority and urgency.
Education and Training
University Of Kansas|City, StateSome College (No Degree): Education
Johnson County Community College|City, StateSome College (No Degree): Business And Marketing
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School Attended
- University Of Kansas
- Johnson County Community College
Job Titles Held:
- Supervisor, Contact Center Operations
- Customer Service Rep, GM 1, Claims AB1, Claims DME
- Transcription Coordinator
Degrees
- Some College (No Degree) : Education
Some College (No Degree) : Business And Marketing
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