Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people’s lives today!

Job Description

The Call Center Supervisor is responsible for providing supervision, leadership and coaching a team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.

Key Responsibilities

• Work closely with Customer Service Agents, other Supervisors, Operations Managers, and Program Managers within functional the areas of the program supported.
• Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
• Work closely with customer service representatives and other supervisors as well as operation managers and program managers within functional areas of the CMS Project.
• Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Act as a Point of Contact for operations when required.

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Required Qualifications

• Bachelor’s degree or equivalent work experience required
• Minimum 2 years of customer service and team interaction experience in a leadership role
• Must be fluent in English and Spanish

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Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Demonstrated call center leadership experience with a proven track record of driving positive CSR metrics.
• Comfortable managing agents working from home and/or inhouse
• Demonstrated organizational and analytical skills
• Demonstrated time management skills
• Strong interpersonal skills

Questions? Reach out to jobs@cognosante.com. Please note that due to the large number of openings and the time sensitive nature of this initiative for our government agency client the fastest response for qualified candidates will happen through a completed application.