Department: Operations / Call Center
Industry: Third Party Administrator (Health Insurance)
Reporting to: Call Center Manager
Job Purpose
The Call Center Supervisor is responsible for overseeing the daily operations of the call center team to ensure high-quality service delivery to members and insurers. The role involves supervising agents, monitoring performance, ensuring compliance with service level agreements (SLAs), and maintaining service excellence in handling member communications and inquiries.
Key Responsibilities
• Supervise call center agents during shifts to ensure efficient handling of calls, emails, and WhatsApp inquiries while maintaining service standards and compliance with company policies and SLAs.
• Monitor team performance, attendance, productivity, response times, and quality scores, and conduct regular team meetings, daily huddles, and coaching sessions.
• Perform quality audits on calls and communications, ensure accurate case documentation in the system, and prepare periodic performance reports.
• Act as the first point of escalation for complex or sensitive cases and coordinate with relevant departments to resolve member issues.
• Support onboarding and ongoing training of agents, identify training needs, and organize refresher sessions to strengthen team knowledge.
• Identify operational challenges and implement processes and improvements to enhance efficiency, service quality, and overall call center performance.
Qualifications & Experience
- Bachelor’s degree in business administration, Healthcare Administration, or a related field.
- Minimum 5 years of experience in a call center or customer service environment, preferably within health insurance or healthcareservices.
- Minimum 3 years in a supervisory or team leader role.
- Experience handling member services, medical approvals, or claims coordination in a TPA or insurance environment is an advantage.
if you are interested, please send your CV to info@accessnethealth.com
