Job Posting OPEN
Contact Center Supervisor
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Are you looking to lead a team in a
fun work from home environment? Do you have at least 3 years of customer
service experience and love helping others? Join LYP Health Management’s
Supervisory Team today!
Under the direction of the Operations
Manager, the LYP Supervisor organizes and directs the
day-to-day activities related to LYP Health Management. Responsible for
managing, training and guiding Patient Care Associates in performing their
duties. Provides support, reports & resolves problems, and complaints. Monitors
Patient Care Associates and their performance, both in person and virtually.
Responsibilities:
• Evaluate and manage workflow activities, productivity for continued
operational improvement
• Conduct regularly scheduled staff team meetings to communicate issues or
changes in policy/procedure
• Conducts a minimum of one check-in per associate, per month
• Maintains accessibility for one-on-one communication
• Communicates performance standards to staff, and performs evaluations in a
fair and timely manner
• Supervises, plans and manages functions related to LYP Contact Center
• Carries out supervision, coaching, call monitoring, training, reviewing, and
disciplining of all Patient Care Associates
• Reviews and approve Patient Care Associates' time cards daily; ensures
accuracy during review and investigation into missed punch requests, IT
downtime, power/internet reports for accuracy with payroll
• Reviews real time metrics throughout the day; coach Associates in real-time
for errors and schedule adherence
• Reviews attendance emails multiple times daily; monitor staffing levels
throughout the day
• Manages the LYP Contact Center in compliance with all LYP policies and
procedures; issue Performance Improvement Plans and/or disciplinary action in
accordance with LYP policies
• Works collaboratively with internal departments as necessary
• Discernment and escalation of high-risk issues, including FMLA, personnel and
culture, as well as client quality concerns/reported errors
Accountability:
• Team Scorecard: Quality
• Team Scorecard: Average Handle Time
• HRIS: Turnover/Attrition
• Team Scorecard: Attendance
Technical Proficiencies:
• Crexendo
• SharePoint
• Patient Sync
Required Education:
• High School Diploma or GED
Required Experience:
• 3-4 years of customer service experience
• 2 years in a supervisory role leading a team preferred
Benefits of working at Love Your
Patient:
- Work
from home/remote work (Local applicants encouraged to join team
onsite)
- Be part
of a fun, awesome team
- 9 paid
holidays
- 401K
Retirement with matching contributions
- Excellent
medical, vision, and dental insurance
- Life
insurance and disability insurance
- 3 weeks
PTO
Top Reasons our Employees Love Being
Part of the LYP Family:
- Entrepreneurial
Culture
- Fast-paced
Flow, with a Variety of Projects
- Collaborative
Work Environment
- Training
& Certifications
- Career
Growth Opportunities
Ready for the next step?
The greatest rewards are reserved for
those who want to be better and then put in the hard work, to be the best
version of themselves. Interested applicants should click to submit their
resume and application above.