Job Opportunities in United States

Summary
This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Member Service Supervisors & Representatives to ensure enhanced member satisfaction with Well Dyne by responding to phone calls, emails and voice messages. Problem solving skills are essential. This position supervises the focal point for all member inquiries regarding their pharmaceutical benefit coverage, whether at the retail or mail order level.
We are only seeking candidates located in Central Florida at this time.


Essential Duties and Responsibilities

• Ensuring Contact Center Supervisors are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Hiring, training, coaching, and leading contact center representatives as they provide support for customers.
• Taking on other tasks or projects to support employees, other managers, and contact center operations.
• Builds and maintains relationships with clients and key personnel.
• Assisting other management team members in identifying trends and establishing contact center goals.
• Oversees daily operation of Contact center including call flow, abandons, etc.
• Assists the Contact center Director in: hiring, determining workload and delegating assignments.
• Supervises subordinate personnel.
• Monitors and evaluates Member Service Representative & Supervisor Performance.
• Creates performance reviews and recommends corrective or disciplinary actions.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Provides assistance to members and MSRs with escalated calls and other unresolved issues.
• Coaches and re-trains as specific areas for improvement are identified.
• Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
• Able to clearly identify problem areas so as to address and/or update as needed.

Education and Experience

• Required- High School Diploma or equivalent.
• College Degree preferred.
• Post High School or specialized training a plus.
• Three to Five years’ experience in contact center supervisory position.
• PBM or healthcare industry experience is strongly desired

Knowledge, Skills, and Abilities

• Work with other departments to ensure organizational objectives are met.
• Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills.
• Organize information in a clear and concise manner.
• Deal with people in a manner which shows sensitivity, tact, and professionalism.
• Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions.
• Ability to work flexible hours as needed in a 24/7 environment
• Ability to sit at a desk using a computer and phone/headset for a large majority of their day.

Equipment and Connection requirements- For remote candidates

• Internet speed minimum: 100mbs download / 10mbs upload that will be verified by HR in a speed test
• Cell phone to allow VPN push to connect to network and allow for support resources
• Dedicated workspace to reduce background noise
• Home computer with video capabilities as well as the ability to support Microsoft Teams will be required for interview and initial training week. Company equipment will be provided by week 2.
• Modem/router has to be close enough to plug in a 10ft network cable (has to be hard wired)

Well Dyne Can Offer You

• Medical, Dental and Vision Benefits
• Medical Savings Account Options with Company match
• 401K after 90 days of employment
• Employee Assistance Program
• Life and Supplemental insurance
• Educational Reimbursement
• Paid Time Off

Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.
EOE M/F/D/V