Supervisor
: Job Details :

Responsibilities Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Retiree Services department at the 1199SEIU Benefit and Pension Funds; oversee call volume to achieve and maintain optimum efficiency in meeting service levels Conduct daily monitoring of calls using Call Management System (Cisco/CUIC); generate and review reports for trending, system issues, and repeat calls to ensure quality Prepare, analyze and maintain daily, weekly, and monthly reports associated with attendance, production and workflows to identify potential deficiencies and initiate corrective actions as needed Prepare probationary performance evaluations; monitor and evaluate direct reports' achievement of performance standards; identify areas for development, create improvement plans; coach and counsel staff; administer disciplinary actions on attendance and production to improve workflow processes Assist staff in resolving complex member issues; meet with staff to discuss workflows, process improvement, individual production, and departmental compliance to ensure members are receiving excellent customer service Supervise staff in accordance with established departmental, Human Resources guidelines and provisions of the Collective Bargaining Agreement; Monitor and process staff time and attendance via timekeeping system (E-time) Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, prepare performance evaluations, monitor and evaluate achievement of performance standards (i.e. productivity, accuracy, and attendance); identify strengths, areas for development, coach and counsel as appropriate Access all web-based applications relevant to members' inquiries or escalations (i.e. Super Screen, BeneFAQs V3, Medco, Super Screen, etc.) Conduct team huddles and attend various meetings; ensure continuity in communication exists within the department Audit QNXT Call Tracking folders, Vitech Workflows and Super Screen, to ensure accuracy of content and delivery Perform additional duties and projects as assigned by management Qualifications Bachelor's Degree in Business Management, Communications or equivalent years of experience required; Minimum three (3) years high volume call center experience as a Telephone Representative in a health insurance or benefits environment required; to include one (1) year in a leadership or team lead role a must Knowledge of Fund benefit plans, rules and eligibility preferred (1199SEIU National Benefit Fund, Greater New York Fund, Home Care Employees Pension Fund and Home Health Aide Benefit Fund) Knowledge of call tracking systems and web-based applications (CISCO, QNXT, V3, BeneFAQs, Super Screen); intermediate skill level in Microsoft Word, Outlook and Excel preferred Good leadership skills and ability to direct and motivate staff; superb communication skills both verbal and written Excellent critical thinking and problem solving skills; able to work well independently and as a team player Demonstrated organizational skills with ability to multi-task and meet operational deadlines Ability to work well under pressure, maintain professional manner and presentation Member Services hours are from 8:00 am until 6:00 pm; shifts are subject to change and/or availability Must meet performance standards including attendance and punctuality