• Contact Center Supervisor

    Posted Date 3 weeks ago(8/27/2019 12:17 PM)
    Job ID
    # of Openings
    Contact Center
    Full Time Regular
  • Overview


    Recruiter Pic


    The Member Relations Supervisor is responsible for coaching and developing the skills of team members to enhance performance and managing the day-to-day contact center operations, while upholding an exceptional level of customer service. The goal of the Member Relations team is to contact health plan members and secure appointments for them and/or their family members with Matrix Nurse Practitioners for an in home health risk assessment. The role of the Member Relations team is to educate, inform and encourage members and family members to participate in this program to improve their overall health and quality of life through telephonic outreach.


    • Assists in the hiring and training of all new departmental employees;
    • Proven ability to train and coach team members to increased levels of performance and effectiveness;
    • Manages the performance and continual development of team members. Completes daily/weekly reports for their teams and identifies and shares coaching opportunities for production improvement.
    • Is responsible for daily production to ensure that the Lives Changed, Cancellation and Acceptance rates goals are consistently met or exceeded.
    • Completes annual evaluations with leadership approval, and recommends salary adjustments, transfers, promotions and dismissals;
    • Conducts audits within the team to identify and implement improvements to workflow that result in improved cycle time, better customer satisfaction, and enhance our reputation for quality service;
    • Regularly updates senior leadership regarding the activities of assigned projects and operations, and provides statistical reporting of call center efficiency and other various activities, as needed; and
    • Supervises the day-to-day activities of the Member Relations contact center operations and partners with the Command Center for maximum appointment bookings;
    • Assists with incoming/outgoing calls during peak times to maintain service goals, providing production support as needed, and addressing escalated calls and non-standard customer service related issues;
    • Clearly communicates information to the Member Relations team on priorities, member needs, mission, vision and goals;
    • Performs other assigned tasks and duties as necessary.


    Educational Requirements:

    • Bachelor degree preferred and/or equivalent work experience in a call center supervisory position, call center operations or other related field.
    Required Skills and Abilities:
    • Minimum of 2 years of leadership / supervisory experience preferably in a call center environment with proven experience in coaching and providing feedback to team members.
    • Previous leadership experience in customer service and/or health care call center, providing coaching, mentoring, and training staff.
    • Demonstrated leadership experience with strengths in quality management and process improvements;
    • Must possess knowledge of call center phone systems;
    • Ability to accomplish tasks through team members, while addressing situations and resolving issues, maintaining a positive work environment;
    • Must have excellent verbal and written communication skills, with strong interpersonal and customer service skills;
    • Ability and initiative to streamline and improve processes;
    • Excellent computer proficiency, including customer service representative applications, Microsoft Word, Excel, and ability to learn other database systems;
    • Demonstrated ability to organize, take initiative and follow up independently;
    • Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment;
    • Ability to think independently, make decisions, be a productive member of the team, while adhering to company standards and guidelines;
    • Ability to work in a fast paced dynamic growth environment;
    • Must be flexible to work days/nights, weekends and select holidays as needed.

    Background & Benefits:

    Our engaging and rewarding work environment has been recognized as a “Top 100 Workplace” 2014, 2015 and 2017 by the Tampa Bay Times.  We were also named “Large Business of the Year” in 2014 by the Clearwater Chamber of Commerce.

    We provide excellent training, great work culture and an energetic team environment. Additionally, we offer competitive starting pay, career path and monthly rewards and incentives. Benefits include health, dental, vision and matching 401(k).

    Matrix has contact center positions in our regional office in Largo, Florida as well as our corporate headquarters in Scottsdale, Arizona.

    Typical and Physical Demands:

    • Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions.
    • Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment. 
    • Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer. 
    • Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment.
    • Must be able to lift 10 lbs. or more.
    • Work Conditions: General office environment. 

    Travel Requirement: Occasional travel may be required. 


    Supervisory Responsibility: Direct supervision of department staff.


    The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.


    Matrix Medical Network is a proud equal opportunity employer


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