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Customer Service@2X
J181359

Supervisor Call Center Care Connect

Allegheny Health Network

  • Company AHN
  • Pittsburgh, PA
  • Customer Service
  • Full time
  • Rotational (United States of America)

Company :

Allegheny Health Network

Job Description : 

GENERAL OVERVIEW:

This job is responsible for the day-to-day management of the team. The incumbent has to understand scheduling for all service lines and have the ability to provide efficient and accurate support to the members of the team. Will be responsible for closely monitoring QA and attendance and do what is necessary to ensure the team is performing at the levels specified. The incumbent will work any shift on an as needed basis. Will respond to complex caller inquiries, complaints and support management as needed.

ESSENTIAL RESPONSIBILITIES:

  • Monitors QA results to evaluate and educate to ensure improved agent performance in accordance to pod standards and adherence to protocol.
  • Uses prior experience and expertise to identify trends within call logs to proactively correct issues before they escalate.
  • Monitors agents’ attendance and call adherence and responds quickly to findings.
  • Manages staff by generating and interpreting quality assurance and productivity reports.
  • Works collaboratively with management/training group to formulate solutions to enhance agent performance.
  • Ensures representatives are following customer service best practice and proper use of soft skills.
  • Performs other duties as assigned or required.

QUALIFICATIONS:

Minimum

  • Bachelor's degree or 7 years of progressive call center management experience.

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.


As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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