Supervisor, Call Center Training, Quality, and Customer Care

AFSPA

Description:

AFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, veteran status, disability, or any other protected class.

All new hires will be required to comply with Association policy pertaining to COVID-19 Vaccination (must be fully vaccinated) or be subjected to weekly COVID-19 PCR testing. Failure to adhere to policy guidelines will result in disciplinary action up to and including termination.

***A Cover Letter and Resume are required for consideration. Resume submissions without a cover letter included will be automatically disqualified from consideration.***

Compensation for this position is in the $69,000 to $78,000 range depending on qualifications and experience. | $500 Singing bonus after successful completion of first 90 days.

• Competitive benefits
• Staff incentives and rewards
• Generous leave time
• Career Progression
• Hybrid work schedule

Please apply directly to the company site by copying and pasting the following URL into your web browser:

https://recruiting.paylocity.com/recruiting/jobs/Details/1553212/American-Foreign-Service-Protective-Association/Supervisor-Call-Center-Training-Quality-and-Customer-Care

Summary:

Direct supervision of training and quality assurance process. A supervisor who can effectively and efficiently execute AFSPA/FSBP’s quality assurance program by motivating and coaching its team of customer support representatives (i.e. Health Benefits Officers (HBO)). The supervisor will train new hires and current employees and analyze quality data to ensure that the team performs at the highest quality and productivity.

Duties and Responsibilities for the Supervisor, Call Center Training, Quality, and Customer Care position :

Duties & responsibilities include, but are not limited to the following:

• Understand and be able to explain FSBP benefits effectively. *
• Coach and train in person and virtually on the FSBP brochure, systems (ASD), service level agreements, and specialized customer service to new hires and existing staff as needed. *
• Conduct and ensure that the quality program is relevant and up-to-date while consistently maintaining quality key performance indicators for the health team (i.e., Telephone, Member Quality Services (MQS), Direct Billing and Correspondence (DBC), and Research. *
• Conduct an annual review and modification of training materials and curriculum for the health team.
• Assist with the strategy of the Health Operations (member support department).
• Complete projects in a timely and efficient manner. *
• Review resumes for new hires and participates in interviews.
• Prepare, and convey results of weekly, monthly, and year-end quality assurance reports for the Health Team to respective team supervisors. *
• Prepare direct report employee evaluations based on the Health Team’s performance standards. *
• Review HBO calls, correspondence, and Navigator and ASD issues. *
• Immediately address any staff performance issue that arises in the Health Team*
• Other duties as assigned.

Work Location:

The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. Work location will be assigned and/or changed based on business needs and at Management’s sole discretion.

Qualifications:

To perform as a Supervisor, Call Center Training, Quality, and Customer Care successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience of a Supervisor, Call Center Training, Quality, and Customer Care:

A Bachelor’s degree (B. A.) from a four-year college or university and a minimum of two years’ experience in training, OR equivalent combination of education and training experience is required. Previous health insurance experience is strongly preferred.

PI208739673

AFSPA