Call Center Supervisor

1 week ago
ID
2017-7779
# of Positions
2
Work Location (City/State)
Whippany, NJ

Who We Are

GalaxE.Solutions

Every day, our solutions affect people throughout the world. From Fortune 100 companies to start-ups, GalaxE develops and implements strategic projects that are critical to the success of customers’ businesses and the lives of tens of millions of people.

 

For over twenty-five years, we have grown and evolved into a multi-national firm that employs over 2000 team members worldwide. But we’re not done evolving. It took collaboration and innovation to get here, and it takes collaboration and innovation to get where we (and our customers) want to be tomorrow.  

 

What does this mean for our employees? They have the security of an established company, with the benefits of working for a company where great minds, hard work, leadership and innovation are highly regarded and rewarded.

 

As Thomas Edison said, “There’s a way to do it better – find it”. We want our employees to find it.

 

We’re looking for creative people, with an entrepreneurial spirit, looking to work on awesome projects! Sound like you? Come work with us! Find out for yourself what it means to be part of the GalaxE team.

 

It’s not always easy, but important work never is. #WeAreGalaxE

 

Equal Opportunity Employer/Veterans/Disabled

What You Will Do

  • Provide management, leadership, training, coaching and quality analysis to a team (8-12) of Senior and Associate level staff in a high touch “white glove” concierge level customer call center that manages the patient experience from start to finish
  • Ensure team provides extraordinary patient concierge health care services enabling access to care for prescription medications. 
  • Serve as the team supervisor / people leader responsible for ensuring that your team provides extraordinary patient concierge health care services.
  • Provide program information, eligibility, reimbursement support and general assurances and ease of use with client’s copay assistance programs.
  • Provide daily feedback and coaching to foster an environment of active employee engagement and world class customer service.
  • Monitor workloads and rebalances as needed and manages attendance and approves time.
  • Refer requests for escalation as needed and engage internal areas such as Program Management, IT and other Contact Center teams to resolve issues. 
  • Provide input and feedback to Quality Management and Training as Subject Matter Experts to improve processes, procedures and training. 

Skills and Experience You Will Need

Qualifications:

  • 8+ years of experience building and maintaining service based teams
  • 6-8 years of experience supervising concierge level call centers
  • Ability to manage effectively through ambiguity and complex situations – self lead
  • Able to manage and measure work assignment and deligate as necessary
  • Demonstrates managerial courage to drive staff improvement, must be action and results oriented.
  • Exemplary communication and interpersonal skills

 

Desired Skill

  • Health care experience

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