Supervisor - Customer Service

Qlarant is a not-for-profit corporation that partners with public and private sectors to create high quality, safe, and efficient delivery of health care and human services programs. We have multiple lines of business including population health, utilization review, managed care organization quality review, and quality assurance for programs serving individuals with developmental disabilities. Qlarant is also a national leader in fighting fraud, waste and abuse for large organizations across the country. In addition, our Foundation provides grant opportunities to those with programs for underserved communities.

Best People, Best Solutions, Best Results

Job Summary:

Supports management in responding to customer needs. Manages the call center team and coordinates workload assignments. Fills-in for junior staff, when needed.

Essential Functions:

• Provides information to investigative and medical staff. Evaluates the facts of a complaint and researches additional information as necessary.
• Compiles findings and determines if appropriate for presentation to team. Assists in preparing weekly and monthly reports of all customer service activities.
• Reviews workload and conducts quality assessment of employee's work. Ensures all workload is ISO compliant.
• Reviews and assists with writing call center processes/procedures. Prepares weekly and monthly reports of all customer service activities.
• Analyzes call center data to identify trends, areas for improvement, and opportunities to enhance operational efficiency.
• Provides training and technical advice to team members.
• Monitors call center statistics and advises team of call volumes and data trends.
• Participates in internal/external committees.
• Recommends and implements quality control measures to ensure that calls meet established standards for customer service, accuracy, and compliance.
• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.

Level of Supervision Received:
Drives work independently and escalates questions and issues, as needed

Education (can be substituted for experience):
Minimum Bachelor's Degree required

Work Experience (can be substituted for education):
5 - 7 years of experience required; 8 - 11 years preferred

Qlarant is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.