Sharp Solutions
Supervisor Customer Care - SHP Customer Service - Tech Way - Day Shift - Full Time
San Diego, CA · Full-time
Sponsorship not specified$34k-$44kDetected 8 days ago
AWSHRPerformance ManagementCustomer SupportResearchLeadershipMentoring
About the role
- This role will provide effective leadership in the Customer Care Contact Center through a commitment to performance management, offering accurate information and assistance in a courteous, compassionate, and timely manner.
- In addition to direct staff development, the supervisor is responsible for oversight of work production, coverage, and timeliness for all lines of business, with an emphasis of an assigned department job function.
- Reviews, analyzes, and reports on performance key metrics.
Responsibilities
- Monitors team scorecards and quality, to improve overall customer experience and implement quality improvement initiatives.
- General Support
- Demonstrated ability to exercise sound judgment and maintain confidentiality.
Requirements
- 1 Year leadership experience.
- On-Call Required:
- Supervises, develops and enhances the effectiveness of the Contact Center staff, as required to ensure the team provides the highest level of quality service to our customers.
- Required Qualifications
- Develops solid professional working relationships with various internal departments and units and, as required, vendors, providers, employers, brokers and/or other customers.
Nice to have
- Bachelor's Degree Related field
- Essential Functions
- Customer Service
- Participates in client conference calls and attends client meetings as requested by Customer Care Manager.
- Complete routine reporting to accurately capture metrics, KPIs, and team performance.
- Understand and resolve complex member inquires/complaints by phone.
- Understand and resolve complex Medicare member inquiries/complaints by phone.
- Understand and resolve Covered CA escalation requests.
Compensation
- The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.
- The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant's years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.
Benefits
- Training and Education
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This listing is sourced directly from Sharp Solutions's careers page and normalized into a canonical job model.