Bilingual Call Centre Supervisor-12 Month Contract

6 months ago

Toronto, Canada The Cigna Group Full time

The Call Centre and the Member Contact Centre answer questions from healthcare providers and plan members, respectively. The Call Centre assists providers with a wide range of services, including answering questions about patient transactions or explaining how to access information in the appropriate provider manual. The Member Contact Centre helps plan members optimize their pharmacy benefit, gain access to their prescription medication information and sign up for home delivery.

Reporting to the Senior Manager of the Call Centre, the Supervisor is responsible for ensuring a “best in class” experience for all Pharmacy, Dental and Medical Supplies & Equipment providers through effective management of Customer Service Representatives’ development and training. This position will be responsible for implementing strategies through analyzing operational processes and workflows to improve performance and costs. Occasional travel to the Montreal/Mississauga/Toronto office may be required.

**The Call Centre operating hours are Monday to Friday 6:30am to midnight, Saturday, Sunday and Statutory holidays from 8:00am to midnight.**

**Key Responsibilities**:

- Provide direct leadership and support to a team of Customer Service Representatives ensuring compliance with service level expectations, productivity, and adherence to quality requirements
- Provide day-to-day coaching and conduct regular one-on-one meetings and performance reviews to actively support the development of skills and capabilities for team members to enable personal and business growth
- Provide recommendations on work assignments based on reporting analysis and Call Centre statistics to ensure contractual goals, training and quality objectives are met
- Foster a work environment of compliance with organizational policies and department guidelines through performance/attendance management and by administering disciplinary actions to rectify employee behaviour
- Actively involved in recruiting for the Call Centre
- Review existing procedures and processes with the Call Centre Leadership Team and provide recommendations on maximizing ability to meet service standards and objectives for turnaround time and quality
- Develop mitigation plans as required to proactively reduce risk of not meeting service standard levels and minimize impact to providers and internal/external clients
- Act as a SME resource for Customer Service Representatives and provide guidance on complex calls
- Manage escalated provider inquiries as required and within a timely manner
- Analyze Call Centre trends and provide recommendations to management in order to streamline and improve operational efficiency and reduce costs
- Prime liaison for all initiatives relative to the provider experience
- Develop and maintain cross functional relationships to support other teams within the Call Centre or within Operations, where there is a dependency related to the Call Centre functions
- Ability to travel as required for training, educational or leadership meetings to other corporate offices located in Mississauga and Toronto/Montreal
- Provide ongoing support by taking on the overflow of calls when required
- Champion change management within the Call Centre
- Ownership of applicable business processes and of special projects as assigned

**Qualifications**:

- Post-secondary education
- 2+ years of Call Centre experience is required
- Proven people management and leadership skills
- Experience in Group Benefits and/or Pharmacy and Dental office is an asset
- Ability to manage multiple blocks of business with varying service level requirements
- Fluent in both, English and French
- Excellent verbal and written communication skills
- Exceptional problem solving skills
- Ability to work effectively within a team and independently
- Proficiency with Call Centre management software tools
- Must be able to work a flexible schedule including evenings, weekends and statutory holidays
- Willing and able to work various call centre hours on a rotational basis
- Minimum travel will be required.

**French Posting**:
Le personnel du Centre d’appels et du Centre de services aux adhérents répond respectivement aux questions des fournisseurs de soins de santé et des adhérents. Le personnel du Centre d’appels offre de nombreux services aux fournisseurs. Il répond notamment aux questions relatives aux demandes de règlement des patients ou explique comment obtenir l’information voulue dans le manuel approprié. Le personnel du Centre de services aux adhérents aide les participants aux régimes à optimiser leur régime d’assurance médicaments et peut répondre aux questions des participants relativement aux médicaments d’ordonnance et à l’inscription au service de livraison à domicile.

Le superviseur du Centre d’appels relèvera du gestionnaire principal, Centre d’appels. La personne recherchée veillera à promouvoir des pratiques exemplaires en matière de travail rel

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