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CALL CENTER/INTAKE SUPERVISOR - PHOENIX, AZ

January 08, 2013 - February 04, 2013
Location:PHOENIX, AZ
Salary Range:$36,000 - $43,000
Exempt/Non-Exempt:Exempt
Benefits:FULL BENEFITS PACKAGE
Employment Type:Full Time
Department:Intake
Description:The Customer Care Supervisor are responsible for managing a team of Claims Coordinator I, II and Sr. Claims Coordinator in a contact center environment. Responsible for ensuring that Matrix achieves service levels for our various clients, provide strong client relations, develop and mentor team members and provide overall leadership within the contact center
Duties:• Supervise a team of Claims Coordinator I, II and Sr. Claims Coordinator by providing accountability, development and motivation
• Ensure continuous review of processes and procedures (P&Ps) and document workflow
• Collaborate with workforce management and leadership to ensure staff is accountable to schedule adherence and attendance policy
• Quality monitor team members to ensure consistency and compliance with client requirements and state and federal guidelines as they relate to leave of absences
• Work with other departments to ensure service continuity, receive/provide feedback, etc.
• Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational improvement
• Ensure successful implementation of new clients by developing communications, resources and training to team members
• Participate in new hire orientation and ensure successful on-boarding of new team members
• Complete annual performance reviews for staff; ensuring team members receive timely feedback, development and discipline
• Collaborate with leadership to ensure proper handling of employee relations issues; complete and deliver performance improvement plans and/or disciplinary action in a timely manner
• Motivate team members, provide consistent praise and recognition and positive communication and feedback
• Assist in continuous training initiatives in both classroom and one-on-one settings
• Handle escalations and issues from claimants, clients or internal Matrix departments; take calls when team member appears to need assistance
• Keep team members aware of inbound calls, calls waiting, service levels, abandonment rate, etc.
• Manage ordering supplies for the department with approval from management
• Screen, interview and hire associated positions supporting the Intake department
• Ensure new employees are set-up with systems access and have all of the appropriate materials and access to do their job
• Ensure employees who leave Matrix turn in any company property and deactivate all of their system access
• Manage team payroll, track attendance records and work with workforce to coordinate coverage
• Performs other duties as assigned by management
Qualifications:• Associate's degree, Technical degree, two year college course work or equivalent work experience. Undergraduate Bachelor's degree strongly preferred.
• 2+ years experience in a customer-service environment (preferably a call center)
in a leadership role with proven results
• Good interpersonal skills with the ability to work with a diverse workforce
• Strong organizational skills with the ability to multi-task and meet deadlines
• Attention to detail with a strong focus on ensuring service delivery to clients
• Ability to analyze and solve complex problems

• Bilingual (english-spanish) skills are a (+).
• Proficient with MS Office (Word, Excel, PowerPoint and Outlook)
• Excellent verbal and written communication skills

WORK ENVIRONMENT
• Matrix Absence Management’s Customer Care Center operates 24 hours per day/7-days per week. We offer a variety of schedules due to this scope of coverage.
• Must be available to work weekends and holidays, if needed.
• Available for 2-weeks of training, working an initial training schedule of 7:00am-3:30pm.
• Standard hours, after training will require availability to work until 8:00pm (shift end)
• Ability to work in a fast-paced, team oriented, dynamic inbound/outbound contact center.
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Matrix Absence Management is a nationwide company that partners with employers to provide customized management of disability, workers’ compensation and family leave programs.

We service a wide range of nationwide clients. Our clients include Fortune 500 companies, Technology sector leaders, Service Companies, Manufactures, Bio Tech, Utilities and Healthcare.


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