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Call Centre Supervisor
4 months ago
The Contact Centre and the Member Contact Centre answer questions from healthcare providers and plan members, respectively. The Contact 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 Contact 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 CSR 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 Mississauga or Montreal office may be required. The Contact Centre operating hours are Monday to Friday 6:30am to midnight, Saturday, Sunday and Statutory holidays from 8:00am to midnight.
**NOTE**: This is a contract position for 6-12 months. This position has opened up due to existing employee moving into another interim assignment/project.
**Location**: 3080 Yonge street, Toronto.
**Position**: Can be remote with Flexibility to meet the team on occasion in the Toronto Office.
**Key Responsibilities**:
Direct leadership for a team of Customer Service Representatives responding to calls from health care providers, and/or plan members
Act as a resource for Customer Service Representatives and provide guidance on complex calls
Provide recommendations and work assignments based on reporting analysis and contact centre statistics to ensure contractual goals, training and quality objectives are met
Offer continuous support and guidance in the area of employee leadership coaching and disciplinary actions
Conduct weekly coaching sessions and ongoing review of employee files and documentation
Actively involved in recruiting for the Centre
Revise procedures and processes with Leadership Team, Reporting Specialist
Manage escalated provider inquiries as required and within a timely manner
Analyze call centre trends and provide recommendations to management in order to improve operational efficiency costs
Participate in corporate initiatives to optimize effective costs
Prime liaison for all initiatives relative to the provider experience
Ability to travel as required for training, educational or leadership meetings will be required
Provide ongoing support by taking on the overflow of calls when required
**Qualifications**:
Minimum of 3 years experience in a customer service representative role
Experience in Group Benefits and/or Pharmacy and Dental office is an asset
Superior people management and leadership skills
Proficiency with Contact Centre management software tools
Ability to manage multiple blocks of business with varying service level requirements
Bilingual (English/French) an asset
Excellent verbal and written communication skills
Exceptional problem solving skills
Ability to work effectively within a team and independently
Must be able to work a flexible schedule including evenings, weekends and statutory holidays
Willing and able to work various contact centre hours on a rotational basis.
Express Scripts Canada is a Cigna company
Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.
About Express Scripts Canada
Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.
We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our
