Supervisor, Contact Center

TriWest Healthcare Alliance; Phoenix (AZ); Remote; USD 56,000 - 71,000; Full time

Job summary

An established industry player is seeking a Supervisor for their Contact Center in Phoenix, AZ. This role involves leading a dedicated team of Customer Service Representatives, ensuring high performance, and compliance with essential regulations. The ideal candidate will have a strong background in customer service and leadership, with the ability to thrive in a fast-paced environment. Join a mission-driven organization that values teamwork and offers a comprehensive benefits package, including medical, dental, and generous paid time off. If you are passionate about serving those who served, this is an exciting opportunity to make a difference.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

401(k) Retirement Savings Plan

Tuition Reimbursement

Paid Volunteer Time

Generous Paid Time Off

Short-term and Long-term Disability Insurance

Qualifications

• 3+ years of experience in a customer service environment.
• 2 years supervisory or leadership experience.

Responsibilities

• Supervises, trains, coaches, and develops the Customer Service Representative team.
• Monitors Contact Center performance levels and identifies training needs.
• Ensures compliance with VA Community Care Network requirements.

Skills

Customer Service

Leadership

Communication Skills

Problem Solving

Multi-Tasking

Education

High School Diploma or G.E.D.

College education or equivalent

Tools

Microsoft Office

Contact Center Information Systems

Job description

Join to apply for the Supervisor, Contact Center role at TriWest Healthcare Alliance

Join to apply for the Supervisor, Contact Center role at TriWest Healthcare Alliance

Profile

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Supervises, trains, coaches, and develops the Customer Service Representative team. Supervises the daily operations and drives performance in the Customer Service Contact Center. This position ensures compliance with the Department of Veterans Affairs Community Care Network (VACCN) requirements, and TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations, appointment scheduling, thorough documentation of all Veteran and provider encounters in the TriWest medical management system and receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.

Education & Experience

Required:

• High School Diploma or G.E.D.
• If supporting TRICARE contract, must be a U.S. Citizen
• If supporting TRICARE contract, must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 3+ years of experience in a customer service environment
• 2 years supervisory or leadership experience leading teams to meet performance targets
  
  

Preferred

• Supervisory experience in an inbound call center environment
• College education or equivalent
• Knowledge of medical terminology
• Managed Care experience
  
  

Key Responsibilities

• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.
• Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries.
• Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Customer Service Representative Team follows system protocols for data entry edits and corrections.
• Provides for adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.
• Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention.
• As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.
• Performs other duties as assigned.
• Regular and reliable attendance is required.
  
  

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Leadership: Successfully manage different styles of employees; provide clear direction and effective coaching.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Knowledge of Contact Center information systems; knowledge of the VACCN program and benefits and the military healthcare system; ability to achieve daily and monthly production standards.

Working Conditions

Working Conditions

• Ability to cover any work schedule
• Works within a standard office environment, with minimal travel
• Extensive computer work with prolonged sitting and wearing of headset
  
  

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time
  
  

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $56,000 to $71,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

Referrals increase your chances of interviewing at TriWest Healthcare Alliance by 2x

Get notified about new Contact Center Supervisor jobs in Phoenix, AZ.

Supervisor, Contact Center AZ, OR, WA only

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.