Call Center Supervisor - QAC (Remote) (14099)

The Quality Assurance Department is responsible for verifying life and health insurance applications directly with potential customers. The supervisor must be outgoing, a self-starter, and someone who can successfully lead and a team of representatives and is detail-oriented. As a supervisor, you will supervise a team of FT/PT QAC representatives, and maintain the highest standards of quality and quantity possible. You will motivate staff to meet their functional KPIs, as well as department goals while maintaining professional behavior and a caring demeanor. You will maintain a flow of communication with all other QAC Supervisors and Managers on all aspects of quality, payroll, operations, and any other issues/concerns, and be responsible for all aspects of the daily production environment within their designated shift. This includes, but is not limited to, daily reporting analysis and maintenance, coaching and development of individually assigned team member's performance, and the overall supervision of the production environment for all staff.

The position is Full-time, evening shift, and includes time on Saturday mornings.

Required Skills:

• Required to be a hands-on supervisor with a solid working knowledge of each significant operational function and daily reporting requirement
• Handle all aspects of QAC production management including but not limited to: daily production metrics escalated call handling, and development and hands-on training or coaching
• Record and track production levels and service standards of each QACR
• Complete and maintain daily, weekly, and monthly production reports
• Evaluate, document, and submit quarterly and annual performance evaluations for each assigned staff member
• Conduct mandatory monthly team meetings
• Conduct one mandatory one-on-one session with each rep every two weeks (15 to 30-minute review session) and a side-by-side coaching every two weeks.
• Monitor quality control reports and deliver feedback regarding quality to assigned production representatives
• Handle difficult or escalated calls for any QAC rep on SOD line or at work station they are occupying
• Set up workstations for new employees, ensuring all the needed applications are available as well as having a working sign-on to specialty programs
• Motivate and maintain a positive environment between the QACRs, members of leadership, and the management team
• Communication and analyze the progress of programs and problems or concerns with the Department Head
• Coordinate with QAC Training Supervisor with respect to training curriculum, techniques, and procedures
• Ensure that all new hires complete mandatory surveys and testing
• Complete all time entries in Kronos record keeping software
• Complete and present all reviews (annual or otherwise) to department staff as necessary
• Interview potential candidates for replacement positions
• Make hiring and termination decisions regarding staff

• Prepare and present corrective actions and employee development plans to staff as necessary

Required Experience:

• High school diploma or equivalent
• 5+ years of business or insurance-related experience or a combination of experience and College
• 3+ years of prior supervisory experience required
• 1+ years of experience in a high volume call center environment
• Solid understanding of metrics-based management methodologies and systems, along with standard protocol and procedures
• Previous training/teaching experience required
• Customer service experience in an insurance setting is a plus