Supervisor, CCC (Job ID: 911)

Posted: 05/26/17 | SHARE:


JOB TITLE: Supervisor, CCC (Job ID: 911)

STATUS: Full-time, Exempt

LOCATION: Schenectady


The Customer Care Supervisor oversees the day to day activities of a team of customer service representatives, including customer service interactions. Works collaboratively with Manager and Customer Care leaders to ensure that customers receive a high quality service experience when they interact with the MVP service team whether that be through the call center, web chat or email channels. Provides day to day oversight and support for a team of customer service professionals responsible for investigating and resolving a variety of customer service issues and inquires related to benefits, claims, eligibility, referrals, appeals, etc. Monitors and actively manages operational performance around timeliness, quality and accuracy to ensure timely issue resolution and a consistent, high quality service experience. Provides scheduled and ‘in the moment’ coaching for customer service staff with the goal of developing the staff member and improving the quality of the customer service experience. Promotes, and lives by, a unified customer service philosophy that supports MVP’s brand promise of providing a low effort service experience and being easy to do business with. Handles escalated service issues, attempting to diffuse emotional encounters and searching for solutions within the context of MVP’s policies and guidelines. Works closely with Quality Assurance staff to coach staff members with the goal of improving the quality and consistency of customer service interactions. Oversees research activities with the goal of timely issue resolution and achieve Customer Care Center issue resolution goals. Works closely with the Workforce Management team to ensure that service teams are properly staffed to optimize call response, including real-time staffing adjustments as required to improve call response times. Develops relationships and works jointly with peers across the organization to (1) resolve and proactively prevent customer service issues and (2) implement process improvement aimed at enhancing the customer experience. Serves on committees / workgroups and actively participates in corporate and departmental initiatives. Staff development including training, performance management, counseling and corrective action as needed. Recruiting, screening and hiring of staff. Performs other duties as assigned.


Minimum Education:

Associates degree in Business/Management related field two additional years of equivalent work experience may be

considered in lieu of a college degree

Minimum Experience:

mminimum of 3 years of high volume call center experience required;

One year of health care call center experience preferred

Required Skills:

• Strong commitment to customer service and understanding and responding to customer needs.

• Ability to effectively select, assess, motivates, foster teamwork, empower, and provide direction to a diverse group of employees.

• Demonstrated excellent problem-solving, analytical and time management skills.

• Strong interpersonal skills and the ability to work effectively with peers.

• Demonstrated strong ability to communicate effectively one-to- one, in small groups and in public, while demonstrating fluency, clarity, organization of thought and the ability to appropriately adjust communications for specific audiences.

• Excellent written communication skills, to enable individual to compose and format business correspondence for internal and external customers.

• Ability to exercise discretion in handling confidential member information

• Basic Word for Windows and Excel skills (or comparable program) to enable individual to create varied documents and spreadsheets.

• Must be able to perform minimal travel to other office location.

• Must be able to work flexible schedule

Preferred Skills:

• Strong working knowledge of Facets and Macess.

To Apply

Candidates must apply on-line at to be considered for a position with MVP.

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