Call Center Supervisor

Our Call Center Supervisor will provide leadership and direction for staff members within our WPS Contact Center on our Health Plan line of business. They will ensure both internal and external customer experience and satisfaction. Our Call Center Supervisor will also be responsible for all aspects of Contact Center functions and operations to accomplish timely, accurate, consistent, and cost-effective performance.

Salary Range

$58,000 ~ $75,000/annually

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

We are open to remote work in the following approved states:

Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin

In This Role You Will

• Be responsible for delivering effective leadership, coaching, and professional development for Contact Center staff. Foster teamwork and collaboration.
• Seek out and implement best practices to achieve ongoing efficiencies through automation and cost-effective practices to ensure growth and profitability.
• Establish policies and practices and ensure maintenance of on-line documentation is provided.
• Act as a SME on Contact Center-related projects, providing industry knowledge and decision-making.
• Ensure performance meets or exceeds established service levels.
• Serve on departmental and divisional committees where Contact Center expertise and experience is necessary.
• Manage and ensure staff compliance with company policies, procedures, and practices.
• Resolve escalated customer inquiries.
  
  

How do I know this opportunity is right for me? If you:

• You are a thought leader and know how to mentor, grow, and engage teams.
• You communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management.
  
  

What will I gain from this role?

• Experience working with multiple lines of business.
• Working in a continuous performance feedback environment.
• Ability to impact customer experience.
  
  

Minimum Qualifications

• Bachelor’s degree OR equivalent post high school education and/or work experience.
• 2 or more years of supervisory or leadership experience.
  
  

Preferred Qualifications

• 4 or more years of supervisory and/or leadership experience.
• Proven experience leading high performing teams.
• Experience in a multi-facet Call Center.
• Health Insurance Call Center experience.
  
  

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information
  
  

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs
• Review additional benefits: (https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml)
  
  

Who We Are

WPS Health Solutions is a leading not-for-profit health insurer and federal government contractor headquartered in Wisconsin. WPS offers health insurance plans for individuals, families, seniors, and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS Health Solutions has been making health care easier for the people we serve for more than 75 years. Proud to be military and veteran ready.

Culture Drives Our Success

WPS’ Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce—both current and future—to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace: WPS Newsroom - Awards and Recognition.

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