Hawaii Operations Supervisor - Hybrid
Responsible for the day-to-day operations of a team of call center associates and monitors productivity and performance standards.
Plans and directs work flow and project assignments. Oversees call and referral volume to ensure service standards are met.
Responsible for team’s adherence to corporate attendance and employment policies. Works with the site leadership to develop policies, procedures and the business work plan for the team.
Recognizes and recommends operational improvements. Ensures the orientation and training of employees. Recommends and implements programs and / or processes to support customer needs.
Essential Functions
- Manages a team of associates to promote a working team environment and ensure best practices are shared. Develop employee’s skills, evaluates performance and provides feedback
- Oversee resolution of employee relations issues and performance standards, productivity and service standards. Work with site leadership to conduct hiring, training, and evaluation of staff
- Provide on-going coaching to each associate concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met
- Work with site leadership to implement strategic business work plan goals. Track and periodically reports progress to site leadership
- Assist in the development of programs and process improvements to enhance the level of internal and external customer service provided
- Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Backup platform team.
- Independently perform daily tasks of Patients Access Representatives and Patient Care Advocates
- Other duties as assigned
- Applicants must currently reside in Hawaii and be able to commute to the Honolulu location.
This is a hybrid role and will require the ability to work in-person
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