Bilingual Customer Service Supervisor

Our Promise

Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Key responsibilities include oversight of operation teams of up to 20 Customer Service Representatives and one Team Lead. The Customer Engagement Supervisor is responsible for providing regular monthly one on one and adhoc coaching with a focus on excellence in Customer Service in the areas of both knowledge and accuracy, and soft skills. In The goal of the Customer Engagement Supervisor is consistent growth and development of all employees to ensure Avesis is a best in class contact center providing white glove service to all callers and clients while meeting all required service level agreements with our clients. By effectively leading the team and leveraging your expertise, you will contribute to providing critical access to quality vision and dental care for Medicaidand Commercial benefit recipients, ultimately improving health outcomes in our community.

Functional Competencies:

• Knowledge of call center technologies, workflows, and industry best practices.
• Experience with quality monitoring processes and techniques.
• Skills in setting performance metrics and conducting evaluations.
• Proficiency in analyzing performance data and generating actionable insight
• Supervise and mentor a team of call center representatives, providing guidance and support.
• Conduct regular team meetings to review performance, share updates, and foster a collaborative environment.
• Monitor call flow and performance metrics to ensure service level agreements are met.
• Assist in the development and implementation of operational processes and best practices.
• Conduct regular quality assurance evaluations to assess call quality and compliance with policies.
• Provide effective coaching and development feedback to team members, facilitating continuous improvement.
• Address escalated customer inquiries and resolve issues in a timely manner.
• Promote a customer-centric approach within the team to enhance member satisfaction.
• Prepare team performance reports and metrics for management review.
• Analyze trends and identify areas for operational improvement.

Core Competencies:

• Ability to inspire and motivate a team, fostering a culture of accountability and excellence.
• Strong verbal and written communication skills to interact effectively with team members and clients.
• Commitment to providing outstanding service and support, ensuring client satisfaction.
• Proficient in identifying issues, analyzing root causes, and implementing effective solutions.
• Ability to interpret data and performance metrics to inform strategic decisions.
• Understanding of Medicaid policies, dental services, and compliance requirements.
• Flexible and able to thrive in a fast-paced environment, adjusting to changing needs and priorities.

Behavioral Competencies:

• Collegiality: building strong relationships on company-wide, approachable, and helpful, ability to mentor and support team growth.
• Initiative: readiness to lead or take action to achieve goals.
• Communicative: ability to relay issues, concepts, and ideas to others easily orally and in writing.
• Member-focused: going above and beyond to make our members feel seen, valued, and appreciated.
• Detail-oriented and thorough: managing and completing details of assignments without too much oversight.
• Flexible and responsive: managing new demands, changes, and situations.
• Critical Thinking: effectively troubleshoot complex issues, problem solve and multi-task.
• Integrity & responsibility: acting with a clear sense of ownership for actions, decisions and to keep information confidential when required.
• Collaborative: ability to represent your own interests while being fair to those representing other or competing ideas in search of a workable solution for all parties.

Minimum Qualifications:

• Bachelor's degree in business, healthcare management, or a related field or equivalent experience.
• 3+ years of experience in call center management in healthcare, dental, or Medicaid services call center.
• Proven ability to lead high performing teams in a metric driven, fast paced environment.
• Ability to meet tight deadlines and prioritize work while maintaining a focus on supporting caller centric responsibilities.
• Strong skills in Microsoft Excel, including the ability to create and analyze pivot tables, charts, and basic formulas for data reporting and analysis.
• Familiarity with other Microsoft Office tools, such as Word and PowerPoint, for documentation and presentations
• Able to maintain confidentiality and adhere to HIPPAA requirements.
• Excellent verbal and written communication skills with the ability to document and present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations and with diverse Strong listening and interpersonal skills required.
• Excellent verbal and written communication skills.
• Must be highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task.
• As this role is a remote role, you are required to maintain internet service that allows you to complete your essential job duties without issue. Rates of 50 Mbps download and 10 Mbps upload while hardwired and not on a VPN are sufficient.

Preferred Qualifications:

• Bilingual/Fluency in Spanish
• In-depth knowledge of Medicaid policies and procedures, specifically related to dental care.
• Familiarity with state and federal regulations governing dental services for Medicaid recipients.
• Experience in and understanding of workforce management and telephony concepts and tools.
• Experience in and understanding of dental services and Medicaid regulations is highly desirable.

At Avsis, we strive to design equitable, and competitive compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current pay ranges for new hires in each zone are:

This role may also be eligible for benefits, bonuses, and commission.

Please visit Avesis Pay Zones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

We Offer

• Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
• Competitive compensation package.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

How To Stay Safe

Avsis is aware of fraudulent activity by individuals falsely representing themselves as Avsis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases (i.e., a laptop or gift cards) from a designated vendor, have applicants fill out W-2 forms, or ask that applicants ship or send packages of goods to the company.

Avsis would never make such requests to applicants at any time throughout our job application process. We also would never ask applicants for personal information, such as passport numbers, bank account numbers, or social security numbers, during our process. Our recruitment process takes place by phone and via trusted business communication platform (i.e., Zoom, Webex, Microsoft Teams, etc.). Any emails from Avsis recruiters will come from a verified email address ending in @ Avsiscom.

We urge all applicants to exercise caution. If something feels off about your interactions, we encourage you to suspend or cease communications. If you are unsure of the legitimacy of a communication you have received, please reach out to ITsupport@Avesis.com.

To learn more about protecting yourself from fraudulent activity, please refer to this article link (https://consumer.ftc.gov/articles/how-avoid-scam). If you believe you were a victim of fraudulent activity, please contact your local authorities or file a complaint (Link: https://reportfraud.ftc.gov/#/) with the Federal Trade Commission. Avsis is not responsible for any claims, losses, damages, or expenses resulting from unaffiliated individuals of the company or their fraudulent activity.

Equal Employment Opportunity

At Avsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avsis, where We See You!