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Career Opportunities: Customer Service Supervisor (24446) Requisition ID 24446 - Posted 07/31/2024 - CareOregon - Full Time - Permanent - Portland - Multi Location (9) Job Description Print Preview Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin. Job Title Customer Service Supervisor Exemption Status Exempt Department Member Customer Service Manager Title Customer Service Manager Direct Reports Customer Service Representatives Requisition # 24446 Pay & Benefits Estimated hiring range $71,340 - $87,200 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits Job Summary This position is responsible for supervising the daily operations of a Customer Service team, including ongoing monitoring of procedures and performance to ensure customer satisfaction. This position also maintains an understanding of the strategic and operational direction of the Customer Service department and coaches staff accordingly. Work includes application of knowledge of The Oregon Health Plan, Medicaid, Medicare, Group, or Individual Medical, Dental and Mental Health. This position may provide occasional back up to Customer Service Representatives when service levels warrant assistance. Essential Responsibilities Supervise the daily operations of a Customer Service team. Monitor and maintain performance metrics, including abandoned calls, wait time and other statistics related to call center management. Perform on-going analysis of data and information looking for opportunities for improvement in operational efficiencies. Perform effective analysis of telephone reports and report findings to the Customer Service Department and the Customer Service Manager and Director. Propose and implement effective policies, procedures, objectives, and practices to ensure the department consistently achieves CareOregon's customer service standards. Manage quality and audit program by regularly conducting telephone quality reviews and participating in quality calibration sessions. Ensure Customer Service team effectively collaborates with other CareOregon departments and business partners. Act as a technical resource to Customer Service Representatives. Remain abreast of changes and advancements in the customer service arena. Collaborate with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as needed. Create and update documentation and resource materials as needed. Provide back-up coverage to Customer Service Representatives as needed. Perform other duties and projects as assigned. Employee Supervision Supervise team and recommend team direction and goals in alignment with the organizational mission, vision, and values. Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens. Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations. Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff. Train, supervise, motivate, and coach employees; provide support toward employee development. Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making. Ensure team adheres to department and organizational standards, policies, and procedures. Evaluate employee performance and provide regular