Customer Service Supervisor 1
at Public Consulting Group

Date Posted: 11/12/2019

Job Description

Public Partnerships LLC, a subsidiary of Public Consulting Group supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. 

Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.  We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations.  We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.publicpartnerships.com).



Responsibilities

GENERAL SUMMARY:

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to call center staff with the goal of meeting program objectives and customer service level agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are ranked in order of importance and are representative of the knowledge, skill, and/or abilities required to do the job successfully.

  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Perform tasks to assure project and program service level requirements and goals are met
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Assists with new staff training and ongoing refresher training as needed
  • Makes recommendations for process improvement to enhance performance
  • Support and enforce contact center expectations and company policies and procedures
  • Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to call center representatives
  • Participates in call center audits and quality assurance functions
  • Prepares and maintains department operating procedures and control documents
  • Maintains reports of CSR daily, weekly, monthly and quarterly KPIs
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Completes performance reviews
  • Provides one on one meetings with each staff member on a bi-weekly basis
  • Holds monthly team meeting
  • Participate in program special projects as required.
  • Flexibility. Required to work holidays, weekends and /or weekends to meet training needs.
  • Travel to other contact center locations and customer sites may be required.
  • Perform other duties as assigned by leadership


Qualifications

  • Proven customer service, leadership and verbal communication skills, process improvement, problem solving, teamwork, and focus on quality performance for customers
  • Ability to effectively work within established contractual turnaround times
  • Detail oriented, as well as ability to manage multiple tasks with follow-up skills 
  • Advanced proficiency with MS Office applications
  • Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment
  • Experience working in a continuously changing environment
  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks 

Education: Associate’s degree from an accredited institution in business management or related field preferred;

Experience: One+ years experience working in a call center, Two+ years of supervisory experience 

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Job Snapshot

About Us

Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies.

PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.

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