Job Description: Responsible for ensuring the department provides quality and efficient customer service through the daily management of assigned team of Enrollment Specialists. The Supervisor manages the daily operation of the team to include work assignments, staffing, training, coaching and evaluating team members.
Qualifications: PRINCIPAL RESPONSIBILITIES include the following. Other duties may be assigned.
Provides daily direction and communication to assigned team members so that all calls are answered in a timely, efficient and knowledgeable manner.
Provides management with a continual evaluation of the effectiveness of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Knowledgeable of assigned client culture and other special needs of clients.
Assists in providing selected training and orientation to new team members to ensure operational procedures and policies and understood and followed. Schedules additional training as needed by assigned team members.
Provides input for tracking mechanisms and reports for performance indicators.
Tracks productivity of assigned team. Works with each team member to ensure daily goals are achieved and that each Representative’s workload is fully balanced.
Monitors assigned member’s calls and required paperwork to ensure quality and accuracy.
Provides statistical, performance feedback and coaching to each assigned member on a regular basis.
Reassigns work when staff members are sick or on vacation, filling in as necessary.
ACCOUNTABILITY / DECISION MAKING
Must be analytical in approach to workflow issues involving other departments.
Must communicate all critical issues timely to Manager.
Must be comfortable making decisions in absence of management.
Responsible for compliance within established budgetary guidelines.
Responsible for the daily supervision of an assigned team of 8-12 full time employees. Provides documentation to support team member’s productivity, quality and performance. Documents performance issues for review by the Manager of Enrollment and Director of Human Resources.
Associates degree in Business Administration, Health Care or related field or equivalent years of experience
A minimum of 4 years of experience in Contact Center customer service, telemarketing/inside sales and data entry is required; previous supervisory experience is preferred
Knowledge of spreadsheet, timesheet and database applications is preferred
Excellent communication skills required
Must be results-oriented and self-directed
Alere LLC is an equal employment/affirmative action employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. If you need accommodation for any part of the employment process because of a disability please send an email to
to let us know the nature of your request
United States of America-Georgia-Atlanta
When you really need an answer -- fast -- toss out the crystal ball and bring in Alere. The company offers both professional and consumer...