Call Center Manager - Sr. Health & Welfare Supervisor

TEKsystems
$90,000.00 - $118,000.00 / yr
paid time off, paid holidays, sick time, 401(k)
United States, California, Concord
Jan 28, 2025
Call Center Manager - Sr. Health & Welfare Supervisor Salary Range: $90,000-$118,000 Contract Length: Direct Placement - No Contract Period Worksite Location: Concord, CA 94520 Schedule: Mon-Fri 8am-5pm PST* * Job Description: * Supervises call center leads, call center, and front desk representatives. * Holds 1:1 bi-weekly meetings with their staff, bi-weekly training for their staff, monthly lead meetings, monthly team meetings, and monthly cross-functional lead meetings. * Ensures all staff within the department support and uphold the organization's Core Values: Trust,Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation and embodies the virtues of The Ideal Team Player-Humble, Hungry, and Smart. * Daily supervision of member call center staff: reporting of call center metrics, fulfillment of individual member requests, management of scripted and timely responses to email inbox and secure message submissions which include website e-mail inquiries, updating of training materials, implementation of new processes or procedures in support of business needs, and development of call scripts as directed. * Tracks and updates daily individual and department Member Services phone and processing statistics to manage quality assurance, employee performance, and work distribution. * Performs quality monitoring of telephone conversations and call audit reviews, to include system notes and letters. Provides feedback, and coaching to staff as needed. * Performs monitoring of timeliness and quantity of calls taken to ensure department performance, quality, and member goals are met. * Recommends improvements to policies, standard operating procedures, and workflows to meet department performance, quality, and member goals, and implements as directed. * Supervises staff and provides them with performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted. * Enforce organization policies, Collectively Bargained Agreements, State Law, and Federal Law in managing non-exempt, collectively bargained employees. * Reviews and codes timecards to ensure they are completed timely, accurately, in accordance with office policies, Collectively Bargained Agreements, State Law, and Federal Law for non-exempt collectively bargained employees. * Participates in the phone interview process for the hiring process, new employee orientation and training, ensures the timely development of performance appraisals, communicates job expectations, enforces policies and procedures, and performs coaching. * Communicates department-level quality assurance and improvement goals as well as individual representative quality improvement goals and expectations. * Participates in data validation; coordinates and participates in the testing of upgrades and enhancements of the enterprise system software. * Participates in creating testing scenarios to ensure upgraded programming matches Summary Plan Description language. * Review of system upgrades or annual system workflows for efficiencies and quality. * Coordinates and communicates with vendors to troubleshoot and resolve member issues. * Coordinates staffing and work assignments with other Supervisors as necessary. * Responds to escalated calls from members, providers, and union representatives. * Responds to and resolves more complex or sensitive complaints/issues. Required Qualifications: 3+ years of Prior Union & Call Center Management Experience OR 10+ years of Call Center Management Experience & a Master's of Business Administration Degree Company Information: Our client is a world class benefits administrator dedicated to serving their members. At the Trust Fund Office, every one of the staff is committed to providing efficient, responsive, and friendly service and accurate information to serve all of our constituencies: our Members, Dependents, Local Unions, Employers, and Service Providers. Work Environment: The office campus offers a park-like courtyard complete with shaded walkways, benches, fire pit and an impressive man-made lake. The campus provides covered and surface parking to tenants and visitors at no charge. In addition to its proximity to the many amenities and services offered at the adjacent Shopping Center, work site is also conveniently located within walking distance to Buchanan Field Airport and Buchanan Fields Golf Course. Business casual work environment (T-Shirts without images, jeans, etc). Pay and Benefits The pay range for this position is $90000.00 - $118000.00/yr. The UFCW Bay Area Trust Fund offers a range of employee benefits, including health care, retirement plans, and paid time off. Health care Preventive care: In many cases, preventive care is paid in full Deductibles and coinsurance: For most care, you pay your deductible and coinsurance Prescription drugs: You can get prescription drugs you need by paying your copay Mental health and substance abuse: You can use your benefits for help with mental health and substance abuse Retirement plans 401(k) match: You may be eligible for a 401(k) match Pension plan: You may be eligible for a defined benefit pension plan Pension estimate: You can request a pension estimate by calling the Pension Department at (800) 552-2400 or by logging into the Trust Fund's website Paid time off Vacation: You may be eligible for generous vacation time Sick time: You may be eligible for generous sick time Paid holidays: You may be eligible for paid holidays Workplace Type This is a fully onsite position in Concord,CA. Application Deadline This position is anticipated to close on Feb 10, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.