Below is a general job description from Payscale:. Prepare contingency staffing plans for special projects, unexpectedly high call volumes and absences to maintain the customer experience, Implement new processes, procedures and technologies as needed, Proficient in Microsoft office products, and applicable call center systems, Knowledge of policies and regulations (i.e. Resolving problems raised by members and providers. Performs the functions of project management for required programs, Acts as a role model by taking ownership of personal career, vigorously pursuing own technical and professional development, seeking feedback from others, taking developmental risks, and/or sharing personal leanings with team, Have interactions with all levels of management, all departments, all branch locations, members and sometimes members of the Board of Directors, Incumbent might be called upon to represent VyStar at various public functions, The incumbent is expected to make decisions, in a team environment, that are in the best interest of VyStar and the member, The incumbent determines what call volume adjustments should be as the result of marketing programs, other department activities, seasonal trends, etc. You will be expected to prioritize all your projects using the 80/20 filter, 30/30: Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and client and associate retention, On any project, we aim to reduce waste by 30% and increase productivity by 30%. Salesforce experience a plus, Passion for ongoing development of people and assessment of talent, Strategic focus with strong analytical skills and problem solving abilities, Excellent motivation and team building skills, Ability to learn multiple brands in different verticals of business, Knowledge of Workforce Management principles associated with developing proper staffing models preferred, Meet or exceed Customer Service operational goals and statistics, Ensure efficient “throughput” of work within and across the department, Ensure that prescription and customer information/updates on orders are communicated to the other Operation Departments for timely filling/shipping, Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the Pharmacy, Oversees compliance with State and Federal regulations for department, Ensure on-going process improvement in department is taking place, Utilize knowledge of industry technology solutions to recommend products to increase efficiency improve customer service, improve quality, and/or decrease costs, Meet with mangers and directors of other departments to discuss cross-departmental issues and identify potential solutions, Monitor special projects within the Customer Service Department and work with staff to identify opportunities to participate or take leadership roles in a special project, Communicate major changes within department to all other areas of business, Attention to customer focus to ensure patients are responded to with accurate and timely information, Ability to work in teams and coordinate work efforts. Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary, Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators, Act as a Subject Matter Expert (SME) and as a final point of escalation for issues involving payroll, travel & entertainment, and accounts payable to ensure the needs of our clients are satisfactorily met, Assist with training new hires as they transition into their contact center roles, Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings, Communicate company strategies, initiatives, system enhancements and other key information to contact center agents, Support the recruiting of new contact center agents and make final hiring decisions, Partner with other stakeholders across the organization to execute new policies and procedures in the contact center, Provide phone and email support during times of peak contact volume, Assist with special projects and other duties as assigned, Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred, Previous experience in a financial shared services environment handling payroll functions preferred, Strong interpersonal skills and enthusiasm for developing others. 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