Primary function is to supervise the MFLC Service Center staff responsible for responding to telephone inquiries from MFLC field and program management office staff including but not limited to 1) access to and use of technical applications required to perform job functions, 2) location and navigation of technical resources/tools, and requests for supplies (smartphones, record keeping tools, and marketing materials).
Hires and trains service center representatives.
Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, response time and other performance issues.
Measures individual and team performance against productivity, customer satisfaction, quality, and other established performance standards.
Provides routine communication of productivity statistics, along with coaching/improvement action plans if warranted, both individually and team focused.
Identifies training needs and creates training programs for the Service Center.
Ensures motivational programs are being utilized and teamwork environment is promoted.
Trends call types to identify potential system wide problems, and reports trends to MFLC leadership. Creates resolution teams, participates in identifying resolution strategies to address system wide problems, and monitors progress towards completion of resolution plans.
Coordinates with field supervisors to provide smooth orientation and continued positive working experience for newly hired counselor field staff.
Identifies MFLC department administrative activities that service center representatives may perform during slow call periods to maximize service center productivity and ease administrative burdens of program management staff. Organizes training and oversee performance of these tasks.
Builds, establishes and maintains open lines of communication and positive working relationships with MFLC and Magellan wide staff (e.g. IT, HR, PR) who may lead, assist and/or facilitate problem solving and determination of solutions to address technical barriers experienced by counselors and program management staff.
Oversees inventory of technical and documented materials, and ensure cost efficiencies of the same.
General Job Information
Service Center Supervisor, Military Family Life Counseling Program
United States of America
United States of America (Exempt)
Recruiting Start Date
Date Requisition Created
License and Certifications - Required
License and Certifications - Preferred
Other Job Requirements
Bachelor's degree in technical field or business administration. A Combination of Education and Work Experience May Be Considered.
3 to 5 years of experience working at help desk and/or resolving complicated technical issues with smartphones and technical applications.
At least one year of experience in a supervisory position.
Knowledge of call center operations.
Working knowledge of technical operating systems, including cloud-based.
Working knowledge of mobile communication tools (e.g., smart phones, tablets).
Basic statistics and analytical skills.
Basic Microsoft office tools (Excel and PowerPoint).
Well developed customer service skills.
Excellent organizational skills.
Superior time management skills.
Good communication skills, both written and verbal.
Familiarity with single sign on/authentication processes.
Familiarity with Salesforce platform.
Familiarity with website maintenance processes.
Familiarity with flow charting software and flow chart development.
Familiarity with continuous quality improvement methods.
Familiarity with project management tools.
Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.