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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Supervisor, Call Center Operations - Duluth, Georgia

Location: Duluth, GA Job Number: 687169 Date posted: 06/14/2018
Description: This position is responsible for assuring that Call Center Service Associates provide timely and courteous service to incoming callers. This leader provides direct leadership and support to a community of approximately 20-25 phone or scheduling associates. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge and delivery, and create performance development plans. They are directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with tactical planning and workforce implementation of new processes is a must for this position. The Community Supervisor functions as a member of the collaborative operations team, interacting with directors, managers, and other supervisors. Their analytical skills will aid them in making projections for the timely management of staff and call volume. This position will routinely interact with a diverse group of internal customers that include information technology personnel, physicians, shop stewards, and labor management.

Essential Functions:
  • Provide daily leadership to ensure productivity and quality service goals are met.
  • Supervise staff of 20-25 Service Associates and other staff as assigned.
  • Manage service level to meet goals of 80% calls answered in 60 seconds or less and an average speed of answer of one minute or less. Partner with learning and development to achieve a 95% quality score.
  • Create and deliver Performance Development Plans. Complete merit review according to Merit Promotion Policy.
  • Aids in projecting call volume to assure appropriate staffing levels.
  • Calculate daily, weekly and monthly reporting structure to assure goals are met and action plans formulated.
  • Coach and mentor employees based on feedback received through the call monitoring process.
  • Demonstrates highly effective spoken communications skills by delivering formal (classroom) and informal (monthly one-on-one's) presentations in a manner that builds confidence and demonstrates competence.
  • Assist in providing ongoing training and retraining of the staff through topic specific in-services.
  • Respond to questions and concerns respective to both internal and external customers with demonstrated ability to manage irate and difficult calls.
  • As directed, conduct quality call monitoring reviews and provide timely feedback.
  • Monitor and run Symposium reports for real-time and daily review and provide written analysis of trends.
  • Work with the Call Center Operations Community Manager in recruitment, hiring, training, monitoring, coaching, counseling, disciplining and evaluation of staff.
  • Use systems data to monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues.
  • Establish effective and trusting relationships with medical office facility leaders.
  • Monitor payroll and non-payroll expenditures to ensure compliance within budgetary guidelines.
  • Oversee revisions and approval of staff Time System to ensure accuracy of bi-weekly payroll.
  • Provide oversight and report monitoring for the Kana messaging system.
  • Take calls as needed.

  • Basic Qualifications:
  • Minimum one (1) year of using call routing, IVR or CRM related technology to manage goals and targets.
  • Minimum one (1) year of experience in lead role position in a customer service high call volume environment.
  • Relevant bachelor's degree or minimum five (5) years of experience in a leadership position in call center communities OR four (4) years of experience in a directly related field.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration
  • N/A

    Additional Requirements:
  • Demonstrated Knowledge of influential leadership tactics.
  • Demonstrated effective interpersonal, written and oral communication skills.
  • Effective presentation skills.
  • Platform teaching skills.
  • Strong customer service orientation.
  • Working knowledge of PC required.
  • Ability to perform multiple duties in a heavy workload environment.
  • Familiarity with use and interpretation of quantitative statistical reports and analysis.

    Preferred Qualifications:
  • Minimum one (1) year of experience in lead role position in a customer service high call volume environment, health care preferred.
  • Bachelor's degree and five (5) years of related business experience preferred.
  • Platform teaching skills (five (5) - ten (10) students) preferred.
    Primary Location: Georgia,Duluth,Georgia MSAA Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Team Leader/Supervisor Job Category: Customer Services Department: Contact Center Travel: No
    Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
  • About Customer Service Careers

    Customer Service Careers

    With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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