Call Center Supervisor / 312

Location: US-MO-Jefferson City Job Status: Full Time, Employee Job Category: Customer Support/Client Care Career Level: Manager (Manager/Supervisor of Staff) Reference Code: 312 Visit us on the web http://apshealthcare.com/ APS was founded as a behavioral healthcare company and has evolved into a specialty healthcare company that offers customized, integrated healthcare solutions across two major product lines: care management and behavioral healthcare services. The company has capitalized on its experience in behavior change to create physical and mental healthcare programs that are industry renowned. The use of an integrated approach to healthcare for the mind and body has allowed APS to be more effective in improving the quality and effectiveness of care. Today, APS is a pioneer in providing health and disease management services while retaining its position as one of the leading behavioral healthcare organizations in the United States. In fact, APS is the only specialty healthcare company with extensive experience in health management, behavioral healthcare, employee assistance programs (EAP), informatics and quality review/oversight programs. Call Center Supervisor / 312 Position Description:Supervises activities associated with Call Center operations. Provides daily supervision, technical support, guidance, and staff development to a team of Telephone Account Representatives. Monitors all activities to ensure compliance with quality standards and performance metrics for inbound and outbound calls. Education/Experience:• A related Associate’s degree or two years combination of related education and/or experience. • Three years additional customer service experience conducting intake/referral & assisting customers with resolution of their inquiries and use of software programs to document calls. • Experience must include assisting with supervision of employees requiring complex problem solving, interpreting policies, responding to second level customer calls, and employee training. • Experience in Healthcare is preferred.