Contact Center Supervisor

🔥 0 minutes ago

🌺 Hawaii – Remote

🌺 Hawaii – Remote

💵 $21 - $24 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Tidal Basin Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Tidal Basin Group is a comprehensive emergency and disaster management company that focuses on empowering communities with innovative solutions to enhance global resilience. They provide a wide range of services, including emergency management, disaster recovery, public program management, and cutting-edge technology solutions tailored for federal, state, local, territorial, and tribal governments, as well as transportation, healthcare, and educational sectors. Their expertise extends to handling disaster-related housing programs, regulatory compliance, and providing training and preparedness exercises for diverse organizations. With a presence in the Caribbean, Tidal Basin is also committed to aiding regions like Puerto Rico and the U. S. Virgin Islands in their disaster readiness and recovery efforts. Through their operations, they strive to ensure that the communities they serve are not only prepared for potential catastrophes but also resilient and capable of building back better in the aftermath.

📋 Description

• Manage daily Contact Center operations, including agents and support staff • Ensure Contact Center activities meet program objectives, customer expectations, and efficiency standards • Supervise agents assisting callers with Medicaid benefits, general inquiries, and renewals • Create and maintain staffing schedules and document attendance • Maintain personnel records related to performance and attendance • Coach and mentor staff on customer service best practices, policy, and program knowledge • Monitor and coach agents for Quality Assurance compliance with program standards • Maintain and manage updates and delivery of Contact Center metrics • Evaluate individual performance reviews and overall team effectiveness • Provide operational input to support strategic decisions • Monitor system performance and identify and resolve operational problems • Assist with hardware and software troubleshooting • Keep agents informed of new working practices, program policies, and technology/information security changes • Participate in program touchpoints and field questions • Stay current on changing project directions • Assist with phone coverage when necessary • Complete required compliance training and other assigned duties

🎯 Requirements

• High school diploma or equivalent • Excellent verbal and written communication skills • Proven ability to lead, manage, and motivate a team • Strong decision-making and problem-solving experience • Demonstrated ability to use Microsoft Office Suite, including Teams, Outlook, and Excel • Excellent organizational skills and attention to detail • Strong interpersonal, analytical, and problem-solving skills • Ability to communicate operational and staffing concerns to management with solution-driven recommendations • Understanding of Contact Center operations, technologies, and data management • Willingness to adapt to ongoing changes in expectations and responsibilities • Excellent time management skills and ability to meet deadlines • History of high performance, attendance, and work ethic • Ability to work independently with little supervision • Strong customer service orientation and ability to handle challenging interactions • Ability to work any day of the week, shift, or project as dictated by business needs • Personal computer running Windows 10/11 or macOS, with at least 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space • Device must support Edge browser and multi-factor authentication • Consistent internet speed of 100 Mbps download and 40 Mbps upload recommended for best user experience • Preferred: previous experience in a Medicaid or health insurance industry contact center • Preferred: higher education credits or degree • Preferred: contact center software familiarity • Preferred: bilingual in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian

🏖️ Benefits

• Remote work using a Virtual Desktop Interface (VDI) • Flexible eligibility to work any day of the week, shift, or project as dictated by business needs • Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions