Senior Supervisor Program Management Float (Xico)

Summary

As the Float Senior Supervisor, you will be working under the direction of the Director, Case Management. This position is responsible for supporting the day-to-day operations of the PSC Program Management teams that provide specialty end-to-end case management services for multiple brands. The individual in this role will focus on helping agents access and utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access processes for customers. While this role will not have direct reports assigned, critical success factors include knowledge of the various processes/tools to handle interactions, the ability to provide intermittent coaching for agents to ensure optimal performance and maintain operations when the primary Supervisor is unavailable.

Responsibilities

• Indirectly supervise a group of up to 15 agents responsible for handling all aspects of patient case management including intake, ge...