PLEASE SHARE! JOB OPENING FOR VETERANS/SPOUSES NEW YORK AREA

Title

Supervisor – Call Center

Advertising Title

Supervisor – Call Center

Grade

10

Position Classification

Exempt

Division

20-0014

Department

Call Center

Reports To

Manager – Call Center

Required Education

Associate’s degree or higher from an accredited college or university

Preferred Education

Bachelor’s degree or higher from an accredited college or university and/or a degree in the health, human, or educational services

Required Experience

1+ year(s) of supervisory experience in a health or social services field or equivalent experience (Lead CCR with AHCT experience or 1+ year with the AHCT project)

Preferred Experience

2+ years in a Supervisory or Management title in a health or social services field

Required Skills

Ability to type at least 35WPM; Ability to use technology to accomplish work tasks; knowledge of the community to be served; excellent oral and written communication skills; ability to follow and give direction: ability to interact courteously and effectively with a variety of people; ability to handle pressure and perform multiple tasks

Preferred Skills

Bilingual

May be required for some positions

JOB RESPONSIBILITIES

  1. Supervise call center operations and all related Exchange Call Center activity for Tier 1 or Tier 2 CCRs

  2. Monitor the performance of Tier 1 or Tier 2 Call Center Representatives (CCRs) and provide feedback and education to staff to improve performance

  3. Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Exchange Call Center, and assist with establishing performance goals and measurements for Tier 1 or Tier 2 CCRs

  4. Assist Tier 1 or Tier 2 CCRs in responding to customer inquiries regarding the insurance affordability programs, Advanced Premium Tax Credits (APTCs), modified adjusted gross income (MAGI), qualified health plans (QHPs), and Medicaid managed care program, community resources, and options for client inquiry resolution programs

  5. Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position

  6. Performs other duties as may be assigned by Management.
 
 
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