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Customer Service Supervisor

OPENING DATE: 04/02/20
CLOSING DATE: 04/10/20 11:59 PM Central Time

JOB TYPE: Full-time

LOCATION: Downtown Minneapolis, Minnesota
DEPARTMENT: Hennepin Health
THE POSITION
Hennepin Health is seeking a Customer Service Supervisor to oversee, develop, and implement department plans and operational policies and direction for the Customer Service team. This position will work in conjunction with the Hennepin Health Customer Service Leadership team to strategize and find ways to delight our members and providers. This individual must be able to lead, coach, motivate, and work towards providing differentiated service and support for Hennepin Health members/providers.
 
Location and hours:
This position is located in the Grain Exchange Building in downtown Minneapolis, at 400 South 4th Street, Minneapolis, MN 55415. Typical work hours will be mostly daytime hours, Monday through Friday, during business hours, but will also require occasional nights or weekends. This position will also require travel, as needed, within Hennepin County.

About the position type:
This is a full-time, benefit earning position.

In this position, you will:         
  • Develop and oversee the implementation of department plans and operational policies for the Customer Service department to ensure consumer satisfaction and improved contact efficiency while implementing processes and systems that will generate higher productivity and efficiencies.
  • Develop and implement policies and procedures, quality control, and performance-related programs to meet and exceed operational performance and member retention goals.
  • Interview, select, supervise, train, develop, motivate, evaluate, and discipline call center employees.
  • Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling, and mathematical methods.
  • Monitor operational performance against forecasts and ensure meaningful deviation is detected early and incorporated in operation planning efforts.
 
Need to have:
One of the following:
  • Bachelor's degree or higher in public administration, business administration, or other field appropriate to the position and four or more years of experience in general administrative work relating to the management of departmental/organizational operations.
  • Eight or more years of experience in general administrative work relating to the management of departmental/organizational operations.
 
Nice to have:   
  • Experience:
  • Supervising in a customer service department and or call center environment.
  • Supervising in an HMO, managed care, or other health insurance related call center.
  • Implementing policies and procedures.
  • Ability to work effectively with an increasingly diverse client population.
 
About the department:
Hennepin Health provides health care coverage to Hennepin County residents who are enrolled in a Minnesota Health Care Program. Hennepin Health is a nonprofit, state-certified health maintenance organization that contracts with the Minnesota Department of Human Services. We envision being a leader in partnering with our members and communities to improve health, by integrating health care and service to enhance the health and well being of our members and the community. 
 
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals -- that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
 
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at www.hennepin.us/employees.
 
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
 
Your future. Made here.
 
This posting may be used to fill current and future vacancies.
 
This position is internally classified as an Administrative Assistant, Senior.
Click here to view the job classification specification.
 
Invitations to interview will be based upon an assessment of education and experience.
Final candidates may be required to complete a drug test and/or background check.