Contact Center Supervisor

CONTACT CENTER SUPERVISOR
Working Here Says
Something About You.

Working at Express Scripts says something about your commitment to quality, your integrity, and desire to excel in your career. Since 1986, many outstanding people have contributed to our success as a Pharmacy Benefits Management leader and Fortune 500 company with almost $13 billion in sales. Today, we’re looking for more talented people to be an important part of our future and thrive in our progressive and friendly environment that recognizes and rewards achievement.

BRIEF DESCRIPTION OF DUTIES:
•Responsible for spending a minimum of 30% of shift conducting side-by-side sessions with Patient Care Advocates (PCAs) (to include tracking of these sessions in Employee Performance Evaluator (EPE).
•Provide on-going coaching to each PCA on their team concerning quality, reliability, accountability and productivity.
•Communicate and heighten awareness of Patient Care Goals (Satisfy our Patients, Use Our Resources Wisely, Deliver On Our Promises and Be A Great Place To Work).
•Responsible for completing a minimum of 4 service observations per PCA per month (scored through Witness software).
•Responsible for communicating monthly results of Patient Satisfaction Survey results to team members as well as utilizing the goal setting process for future successes with team members.
•Actively participate and sometimes lead weekly Team Leaders meetings.
•Create incentive programs which contribute to Contact Center goals
•Lead Core and Specialty teams, as assigned, aligned with Client Centered Service Team approach of servicing Contact Center/Client related issues.
•Assist in the development of Contact Center programs and process improvements to enhance the level of internal and external customer service provided.
•Maintain minimum expectations related to set Team Leader expectation (including but not limited to payroll submissions, documentation, meeting acknowledgement, email/voicemail maintenance, Talentkeepers modules, off-phone coordination and service breakdown tracking)

BACKGROUND/SKILLS REQUIREMENTS:
•Undergraduate degree desired, 2 years of customer service experience preferably in a Call Center environment or healthcare field and leadership experience, required.
•A minimum of 1-year supervisory experience strongly preferred.
•Must have demonstrated leadership skills, including ability to effectively develop and assist team members to become empowered and self leaders. Proven ability to provide feedback, coaching and counseling as necessary.
•Previous Contact Center Supervisor experience is preferred.
•Knowledge of Contact Center operations and systems included ACD, CMS and scheduling software.
•Excellent verbal and written communication skills.
•PC skills including Microsoft Word, Excel and Data system skills.
•Demonstrate self-motivation and work effectively both independently and in the team environment.
•Proven ability to manage change in a fast-paced environment.

Please submit your information online or email a Word resume and salary history to [Click here for email] (include the position title in the subject line).

**Due to the large volume of resumes we receive, only those candidates we are interested in interviewing will be contacted. We will be unable to comment on the status of individual resumes. No phone calls please.**
REQUIREMENTS
Please see job description.