Supervisor, Contact Center - Waipahu
Job Description
Provides customer service representation by ensuring team members have the information and resources needed to consistently support customers with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments within a team. Contributes to the development of contact center operational insights by reviewing and providing recommendations on analyses of operational data, including communication volume and patterns, staff productivity, attrition rates, and resource allocation, within a team, implementing processes to improve operational efficiency, and presenting operational reports and other analytical outputs within a work team to leadership. Contributes to contact center service quality by reviewing communications with team members on a regular basis and coordinating shadowing sessions within a team, monitoring communications for service quality concerns and metrics-related improvements within a team and providing remediation feedback in response to quality concerns. Enables high performance contact center operations by implementing updates to guidelines and policies within a team and coordinating and guiding improvement efforts to process efficiency and technology usage.
Essential Responsibilities:
- Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
- Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
- Supports contact center services by: ensuring team members have the information and resources needed to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors) within a team.
- Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and reviewing performance and operations metrics to make recommendations for improvements and implementing updates to guidelines and policies within a team; and coordinating and guiding improvement efforts to process efficiency or technology usage.
- Contributes to the development of contact center operational insights by: reviewing and providing recommendations on analyses of contact center operational data, within a team; sharing updates with team to ensure implementation of processes to improve contact center operational efficiency; and reviewing team members insights from operational reports and other analytical outputs within a work team to ensure accurate information is presented to leadership as well as awareness of budgetary impacts (e.g., payroll, overtime, hiring).
- Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of quality data and using data to improve quality and ensure accurate information is presented to leadership; and providing remediation feedback response to quality concerns and communicating recommendations for mitigation to leadership.
Minimum Qualifications:
- Minimum two (2) years of experience in a leadership role with or without direct reports.
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum five (5) years of customer service or a directly related field OR Minimum six (6) years of experience in customer service or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Reporting Tools; Trend Analysis; Acts with Compassion; Relationship Building; Mentoring and Coaching; Calendar Management; Time Management; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Reputational Management; Prioritization; Incident Escalation; Work Process Design
- Two (2) years of experience in process improvement.
- Two (2) years of experience in an operations management role.
Provides customer service representation by ensuring team members have the information and resources needed to consistently support customers with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments within a team. Contributes to the development of contact center operational insights by reviewing and providing recommendations on analyses of operational data, including communication volume and patterns, staff productivity, attrition rates, and resource allocation, within a team, implementing processes to improve operational efficiency, and presenting operational reports and other analytical outputs within a work team to leadership. Contributes to contact center service quality by reviewing communications with team members on a regular basis and coordinating shadowing sessions within a team, monitoring communications for service quality concerns and metrics-related improvements within a team and providing remediation feedback in response to quality concerns. Enables high performance contact center operations by implementing updates to guidelines and policies within a team and coordinating and guiding improvement efforts to process efficiency and technology usage.
Essential Responsibilities:
- Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
- Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
- Supports contact center services by: ensuring team members have the information and resources needed to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors) within a team.
- Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and reviewing performance and operations metrics to make recommendations for improvements and implementing updates to guidelines and policies within a team; and coordinating and guiding improvement efforts to process efficiency or technology usage.
- Contributes to the development of contact center operational insights by: reviewing and providing recommendations on analyses of contact center operational data, within a team; sharing updates with team to ensure implementation of processes to improve contact center operational efficiency; and reviewing team members insights from operational reports and other analytical outputs within a work team to ensure accurate information is presented to leadership as well as awareness of budgetary impacts (e.g., payroll, overtime, hiring).
- Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of quality data and using data to improve quality and ensure accurate information is presented to leadership; and providing remediation feedback response to quality concerns and communicating recommendations for mitigation to leadership.
Minimum Qualifications:
- Minimum two (2) years of experience in a leadership role with or without direct reports.
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum five (5) years of customer service or a directly related field OR Minimum six (6) years of experience in customer service or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Reporting Tools; Trend Analysis; Acts with Compassion; Relationship Building; Mentoring and Coaching; Calendar Management; Time Management; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Reputational Management; Prioritization; Incident Escalation; Work Process Design
- Two (2) years of experience in process improvement.
- Two (2) years of experience in an operations management role.
About Kaiser Permanente
At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.
Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.
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