Fallon Health

  • Customer Service / Call Center Operations Supervisor - Growing Central MA Health Care Co!

    Location US-MA-Worcester
    Posted Date 4 weeks ago(12/20/2018 2:15 PM)
    Job ID
    # Positions
    Customer Service
  • Overview

    About Fallon Health

    Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit fallonhealth.org.

    Position Overview:

    The Call Center Supervisor is accountable for performance of assigned representatives, identifying service improvement opportunities of FCHP’s business processes, as well as, lead and model FCHP’s culture. 

    • Escalation point for all representatives; supporting & ensuring resolution of issues.
    • Coaching representatives to performance expectations; recommending opportunities for call center process changes as needed

      Analyze call center statistics and trends identifying and driving improvement of call center & representative results.

    • Customer advocate, responding to internal and external customer inquiries and complaints, identifying root cause, and following through on short-term and long-term resolutions.
    • Customer Advocate: Be the voice of the customer in any & all matters!
    • Rotating weekend on-call requirement from October 1 – March 31


    • Demonstrate professional management/ leadership behaviors that cultivate a positive and productive work environment.
    • Performance Manage assigned CSR’s ensuring delivery of goals & adherence to business practices and policies; Monitors and coaches staff to deliver on agent metrics & expectations.
    • Day to day supervision of the CallCenter's administrative processes and procedures.
    • Provide feedback and maintain appropriate documentation including annual performance reviews.
    • Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.
    • Use and promote Company recognition programs and understand the direct correlation between recognition and retention.
    • Take escalated customer calls and complete necessary follow-up.
    • Research customer complaints in order to ensure customer satisfaction and retention.
    • Participate in the recruiting and interviewing process.
    • Write routine reports and correspondence.
    • Understand call center metrics, know call center results and recommend enhancements to drive results & positive customer experiences.
    • Support training for new & experienced CSR’s.
    • Represent Customer Service on assigned projects.
    • Schedule and follow through on departmental management practices, such as team meetings, daily huddles, adherence etc…


    Education: Bachelor's degree strongly preferred


    Experience: 2+ years experience in a call center environment; Supervisory experience; Demonstrated leadership skills; ability to coach, motivate, delegate, communicate and reward effectively; understands products, services and performance standards; Ability to work under pressure and remain flexible to changing schedules and demands; Ability to apply common sense, understanding and problem solving, Experienced with MS Office Suite, Word, Excel, Power Point


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