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Supv - Contact Center

Company Name:
Express Scripts
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Advance your career with the company that makes it easier for people to choose better health. Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Express Scripts is a VEVRAA Federal Contractor.
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The Client Services department manages client requests related to benefit design adds and changes across all business units servicing many members. Independently manage and track all benefit design requests to ensure timelines are met including the proactive management of client specific performance guarantees. Manage all benefit design requests to ensure high quality results are consistently met for ESI clients and members thus mitigating financial and/or member disruption. Communicates clearly and professionally with both external and internal partners related to all aspects of benefit set up.
## JOB DESCRIPTION
Responsible for day-to-day operations of a team of associates in a call center and monitors productivity and performance standards. Plans and directs work flow and project assignments. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Responsible for team's adherence to corporate attendance and employment policies. Works with the Call Center Manager to develop policies, procedures and the business work plan for the team. Recognizes and recommends operational improvements.
ESSENTIAL FUNCTIONS :
Manages team of call center associates within the Medicare Centers of Excellence (SARF, MSCA, CAG) to promote a working team environment and ensure best practices are shared. Works to develop employee's skills, evaluates performance and provides feedback.
Oversees resolution of employee relations issues and performance standards, productivity and service standards.
Conducts hiring, training, and evaluation of staff.
Work with Call Center Manager to implement strategic business work plan goals.
Tracks and periodically reports progress to management.
Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.
Work with Call Center Manager to implement strategic business work plan goals.
Tracks and periodically reports progress to management.
Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.
Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Backup platform team.
May take overflow calls.
Knowledge and Skills :
Demonstrated leadership skills including ability to effectively develop and assist team members, experience training and coaching.
Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
Knowledge of call center systems and platforms; PBM and/or Medicare industry preferred.
Ability to adapt to a dynamic working environment and make independent decisions.
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QUALIFICATIONS :
BS/BA degree preferred or six to eight years of relevant business experience
Two to five years experience in a customer service setting; two years Contact Center supervisory experience preferred.
Job Category: Operations
Primary Location: United States-Ohio-Dublin
Work Locations: Dublin, OH - 5151 Blazer Memorial Parkway (4607)5151 Blazer Memorial ParkwayDublin, 43017
Schedule: Full-time
Shift: 1st Shift
Employee Status: Regular
Travel: Yes, 10 % of the Time
Work From Home?: No

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