Job type :
The Authorization Supervisor will be responsible for overseeing several teams of customer service authorization representatives and ensuring the company delivers the highest level of customer service possible.
Provides day-to-day supervision of a 75 employee contact center focusing on contractor authorizations, homeowner communications, cost control, claim adjudication, claim escalation and other duties as assigned.
In this role, the incumbent supervises Team Leads and agents : provides training, coaching and mentoring to customer service representatives.
The best candidate will have the ability to make good business decisions on escalated claim issues in order to maintain customer loyalty.
This role involves effectively communicating to team leaders and customer service representatives in order to maintain and improve the culture at HWA, as well as, have the ability to motivate authorization agents during peak months.
Ensures that Key Performance goals are communicated and consistently met
Oversee a team of 30-40 direct and in-direct reports within an inbound and outbound call center environment
Take escalated calls from team leaders
Ensure the team leaders are handling their main responsibilities
Schedule and conduct team meetings
Responsible for improving overall Customer Service quality
Monitor the phone cues, as well as individual calls as needed
Work with Service Contractor Manager on contractor issues
Collaborate with the Customer Service Manager and Training Manager on group and individual training
Responsible for creating and maintaining group and individual productivity reports
Assists in staff development through training, counseling and establishment and monitoring of staff and individual goals and create and deliver annual reviews
Assists in the preparation and delivery of established progressive disciplinary action with the assistance of the Customer Service Manager.
Resolves staff questions and concerns in a timely manner
Analyze business unit performance via live and historical data requirements and make sound business decisions to achieve established sales performance goals
Achieve service level standards, manage average speed of answer and call abandonment rate
Support and adhere to all company personnel policies, and disciplinary procedures
Collaborate with Product Managers on product changes / process improvements / pricing changes and any changes that may impact the call center team
5+ years of inbound call center supervisory experience (inbound sales / customer service)
Experience with call center technology ACD, workforce management, agent productivity tools, and call trafficking management
Monitoring of agent performance : adherence, AHT, calls per agent, and more
Development and reporting of KPIs
Extensive mentoring and coaching experience / skills
Teamwork oriented, with a documented background of success through team interactions
Demonstrated ability to effectively interact with employees, peer and senior level management
Must be extremely flexible to work within a dynamic call center environment
Excellent verbal and written communication skills and presentation skills
Proficient in Microsoft Office
Experience in problem-solving
Ability to manage all details for a variety of projects and meet deadlines