Position Purpose: Supervise the daily functions within the Customer Service/Call Center Department with responsibilities for providing quality service to our customers, through the daily management of our Customer Service Representatives and Senior Clerks. Provides direction and communication to staff and ensures that customer inquiries are handled in a timely, efficient and professional manner. Be influential in creating a customer-centric organization that ensures premier customer satisfaction by delivering high-quality, efficient service and added value. A focus on Customer Experience will be at the forefront of all activities and interactions.Primary Duties/Responsibilities: OperationsMonitor real-time contact center metrics and adjust staffing accordingly.Manage scheduling, adherence, and daily operational needs.Ensure department goals/SLAs are met.Complete required reporting (daily/weekly/monthly).Assist Customer Service Manager with analyses and implementation of staffing needs.Team Development & PerformanceOversee the day-to-day operations of Customer Service and Senior Clerks.Recruit, train, coach, and mentor CSRs and support staff.Conduct performance evaluations and provide feedback.Develop training programs and ensure regulatory compliance knowledge.Monitor quality through call reviews and scorecards.Customer Experience & EscalationsTake an active role in escalation process to ensure customer resolution and satisfaction, ensuring all customer escalations are handled in a proper and timely manner.Monitor customer satisfaction metrics.Ensure courteous, professional customer interactions.Oversee complaint resolution process.Compliance & Quality AssuranceMaintain strong working knowledge and adherence of both regulated and contract customer service procedures.Monitor compliance with company policies and safety guidelines.Maintain quality standards through call monitoring and coaching.Ensure proper documentation and audit trails.Process Improvement & CollaborationEstablish and optimize work procedures.Collaborate with internal stakeholders.Identify improvement opportunities.Participate in on-call rotation.Revenue Integrity & Collections SupportPrepare and analyze revenue integrity and collections reports (aging, delinquency, write-offs, adjustments) for management review.Supervise and support Collections staff, providing coaching, escalation assistance, and workload guidance to meet collection targets.Conduct QA reviews/audits of billing, payment posting, and collections accounts to ensure accuracy and compliance.Monitor collections and revenue integrity metrics (recovery rates, dispute resolution time, billing accuracy) against departmental goals.Develop and deliver training on collections procedures, revenue integrity standards, and billing/account adjustment processes.Partner with Revenue Integrity and Collections teams to identify process gaps, resolve discrepancies, and implement corrective actions.
