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/annuallyThe 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, WisconsinIn 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 QualificationsBachelor's degree OR equivalent post high school education and/or work experience.2 or more years of supervisory or leadership experience.Preferred Qualifications4 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 RequirementsWired (ethernet cable) internet connection from your router to your computerHigh speed cable or fiber internetMinimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at review Remote Worker FAQs for additional informationBenefitsRemote and hybrid work options availablePerformance bonus and/or merit increase opportunities401(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 offHealth insurance, dental insurance, and telehealth services start DAY 1Professional and Leadership Development ProgramsReview additional benefits: ( We AreWPS 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 reti