Supervisor Service Operations, Customer Service
Bcidaho

The Supervisor Service Operations in Customer Service supervises customer service operations, and develops procedures in support of operational effectiveness, customer service goals and objectives. As a supervisor in our Customer Service call center, you will lead by example to ensure customer advocates provide accurate and timely responses to inquiries in compliance with corporate performance guidelines. You will support initiatives to increase provider and member satisfaction, will be responsible for analysis of key performance metrics to identify areas in need of training and growth opportunity, as well as identifying potential workflow improvements.

This leadership position requires an onsite presence at our Meridian Idaho campus, and may support all lines of business, which could include Government Programs/Medicare Advantage, and/or Commercial.

Required Education: None specifically required, though associate or bachelor's degree is appreciated.

Required Experience: 5/+ years' leadership/supervisory experience. Call center, claims processing or insurance billing is preferred, with skills such as:

We are looking for someone with:

• Leadership, coaching, mentoring, and training with proven success in performance management
  
• Interpersonal, verbal & written communication, organization, and time management
  
• Computer skills, such as Microsoft Office Suite and other software applications
  
• Problem solving; Manage multiple priorities and handle diverse activities
  
• Ability to work independently and within a team.
  
• Manage and lead through change, work effectively with all types of people
  

What your days may look like:

Leaders at BCI make recommendations that support their team's performance, the department, and organizational goals. You will ensure schedule adherence, maximize system efficiencies, monitor quality performance measures, and confirm appropriate completion of work assignments. As a leader, we'll look to you to inspire change and recommend process improvement as appropriate.

Effective communication, promoting collaboration, and fostering discussion within and across all departments is critical. Report significant problems, events, and workload fluctuations to your manager.

Participate in skills and compliance training, coaching and motivation of employees including career path development. Assess individual employee performance and conduct timely performance appraisals. Initiate personnel actions such as hiring, disciplinary, termination and/or salary recommendations.

• Provide day-to-day oversight of a designated team of customer advocates.
  
• Ensure team performance is within expectations set by leadership and association.
  
• Participate in process improvement initiatives and implement outcomes.
  
• Assist in the development of departmental policies, procedures, service standards and workflows.
  
• May partner with leaders in designing, maintaining, and producing management reports to meet the company's needs.
  
• Provide input and support for changes to applicable systems and processes.
  
• Ensure effective workflows, maximize system efficiencies, monitor quality performance measures, and confirms appropriate completion of work assignments.
  
• Provide continuing development to advocates through coaching and development.
  
• Select, develop, mentor, and assess performance of customer advocates.
  
• May participate in goal setting process for the team or department.
  
• May participate in internal/external audits.
  
• Perform other duties and responsibilities as assigned.
  

Reasonable accommodations

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

This job has expired.