HDIS
  • 08-Jan-2020 (CST)
  • Care Department
  • Olivette, MO, USA
  • Full Time

Eligibility for this internal opportunity includes the following requirements:

  • Must have demonstrated excellence and full proficiency in your current role for at least 6 months at HDIS
  • Must be meeting the goals and expectations of your current position for the last 90 days
  • Equal to or less than  2 attendance points and low used unscheduled time off recorded on average for the last 12 months
  • Prior lead or supervisory experience within the last 5 years

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Job Summary

The overall responsibility for the Customer Care Sales Supervisor is to supervise a team of Customer Care Sales Reps in the daily activities associated with delighting HDIS' customers. A Customer Care Sales Supervisor is expected to: be accountable for achieving established sales and service goals; lead and develop the employees in the Care and Outreach teams; provide performance feedback routinely, and complete or provide input into performance evaluations in a timely manner.

Essential Functions

  • Promote and adhere to HDIS' Core Values: Integrity, Compassion, Excellence, Respect, and Commitment to Quality
  • Responsible for the successful execution of daily call center operations
  • Seek areas to improve, develop plans, implement. Follow-up with measurements and adjust for success
  • Point of contact for Care and Outreach representatives needing assistance with customer issues, product questions
  • Sales and service training
  • Be highly visible and available to help when needed through Helpdesk
  • Monitor CCR telephone calls and provide timely feedback and coaching as required
  • Be timely, clear and concise with communications to reps on both good and bad performance or behavior
  • Conduct mini-team meetings and training sessions on a regular, on-going basis
  • Develop and communicate motivational and team building activities to drive performance and maintain morale   
  • Research information beyond existing procedures as required to meet customer needs
  • Maintain a high degree of confidentiality pertaining to team member and customer situations
  • Perform facility opening and closing procedures
  • Perform duties for "Weekend Manager" role as needed
  • Own all aspects of employee scheduling and payroll including various employee schedules and calendars
  • Responsible for the creation and management of specific department contests and incentives following the S.M.A.R.T. philosophy: Specific, Measurable, Achievable, Results-Focused, Time-bound
  • Training of Team Lead position when applicable
  • Serve as an example for other department members to strive towards and will uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events.

 

Required Qualifications (Education, Prior Experience, Specialized Skills and Knowledge)

  • Demonstrate excellence and full proficiency of the Customer Care Representative position or equivalent experience from outside of HDIS
  • 1+ years' experience in a CCR role and prior experience in QA for Care or equivalent education and experience from outside of HDIS
  • Ability to multitask to manage multiple daily tasks, helpdesk, team communication, projects, etc.
  • Ability to mediate, resolve conflict and maintain the dignity and respect of the team
  • Extensive problem solving capabilities
  • Strong written and verbal communication skills
  • Ability to disseminate information in the appropriate manner to different levels of the organization
  • Ability to work independently and within a team with little supervision
  • Attention to details and accuracy along with strong organization skills
  • Ability to perform all duties of the Care Representatives
  • Cooperative and willing to assist others
  • Proficient with MS Office
  • Outstanding attendance is a must in this position- the Sales Supervisor is expected to be visible and available for the team and department
  • Prior Supervisory or lead experience in the past 5 years
  • Prior sales management experience  

Desired Qualifications (Education, Prior Experience, Specialized Skills and Knowledge)

  • Prior Contact Center Supervision experience
  • Prior Workforce Management experience
  • Experience with Cisco platform
  • Prior experience in a Call Center Support or Command Center role Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description: 

  • The employee is regularly required to stand, walk and sit, as well as talk and hear.
  • The employee is required to use hands to operate office equipment.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

 

 

HDIS is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider for employment qualified applicants with criminal records in accordance with applicable law. HDIS also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

 

 

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