Supervisor (Remote Call Center)

• Supervises the daily operations and drives performance in the Customer Service Contact Center.
• Ensures production, accuracy and quality metrics are met in a multi-channel contact center environment that manages Department of Defense claims, enrollment, approved medical authorizations, and appointment scheduling.
• Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.
• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development.
• Monitors real-time and historical reporting to ensure department service levels and contract requirements are met.
• Reviews CRM and customer portal entries for accuracy and appropriate handling of encounters and inquiries.
• Counsels' individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review.
• Alerts management and consults with Human Capital on performance and behavior issues.
• Assists employees in creating development plans and helping employees identify talents that expand TriWest's internal talent pool while enhancing employee engagement.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels.
• Ensures Customer Service Representative Team follows protocols for TRICARE guidelines, as well as CRM and customer portal guidelines.
• Provides for adequate coverage of Contact Center by partnering with the Workforce Management Team to plan and adjust employee work schedules.
• Assists with the employee selection process, supports the coordination of the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention.
• As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.

• High school diploma or GED required, Bachelor's or Associate degree preferred.
• 3+ years' experience in a contact center customer service environment
• 2 years supervisory or leadership experience leading teams to meet performance targets
• Ability to cover any work schedule within call center hours of 8AM CT- 6PM HT
• A private and secure workspace and workstation with high-speed internet is required.
• Knowledge of medical terminology and TRICARE preferred

• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Possess solid leadership and managerial skills.
• Possess exceptional people skills.
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills
• Strong planning, and problem-solving skills.
• Proficient computer skills using MS Office Suite (Word, Power Point and Excel are essential).
• Familiarity with and understanding of basic Medical Terminology; a Basic Medical Terminology Course is preferred, but not required.

Many of our jobs come with great benefits - Some offerings are dependent upon the role, work schedule, or location, and may include the following: