Participant Support Supervisor

The P&A Participant Support Center Supervisor holds a key position within P&A as this person is critical to overall customer satisfaction. The position is considered a working supervisor whose core responsibility is to oversee the timeliness, accuracy, and overall customer service of the Participant Support Center and assigned Participant Support Specialists.  Duties include but are not limited to providing guidance and support to the Participant Support Specialists, coaching and feedback to assigned team members, and handling escalated calls and issues.

Key Responsibilities

• Provide guidance and support to representatives regarding questions, act as a second-tier support for difficult calls or issues; diffuse difficult situations and/or issues that cannot be fielded by representatives.
• Assist Participant Support Specialists with problem solving. Provide directions to support timely, efficient, and accurate responses to inquiries.
• Demonstrate a positive behavioral example by training, mentoring, and coaching; work with Department Management team and trainers on needed training materials, trainings, and evaluations.
• Monitor Participant Support Center calls using listen-ins for coaching and mentoring purposes.
• Monitor multiple software platforms to ensure timely response to all calls, chats, and to ensure queues are properly staffed following established guidelines to meet client performance guarantees.
• Review QA/QC statistical performance to assigned team members monthly through coaching and feedback.
• Identify software issues within the department or customer experience and share with Sr. Customer Experience Manager, and IT department as needed.
• Inform Senior Customer Experience Manager on all matters of significance including employee and participant issues, escalating when necessary.
• Complete daily department transition to between shifts, including report analysis, employee & participant updates and all other items that are of significance, as needed.
• Manage department in absence of Senior Customer Experience Manager.
• Always maintain professionalism displaying diplomacy, discretion, and tact.
• Assist with Department operations by monitoring team performance, identifying problems and suggesting resolutions.