Network Control Center Supervisor supervises network control technicians in the daily activities of a network service function to ensure efficient, reliable, and secure operations that meet users' needs. Oversees routine testing, configuration changes, or network hardware or software upgrades. Being a Network Control Center Supervisor ensures network traffic and performance monitoring processes are running to identify and troubleshoot any issues. Responds to incidents using standard incident management processes, including root cause analysis (RCA) of any issues to identify and deploy corrective actions. Additionally, Network Control Center Supervisor coordinates with vendors and service providers to ensure required service and quality levels are delivered. Requires a bachelor's degree. Typically reports to a manager. The Network Control Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Network Control Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
GENERAL OVERVIEW:
This job is responsible for the day-to-day management of the team. The incumbent has to understand scheduling for all service lines and have the ability to provide efficient and accurate support to the members of the team. Will be responsible for closely monitoring QA and attendance and do what is necessary to ensure the team is performing at the levels specified. The incumbent will work any shift on an as needed basis. Will respond to complex caller inquiries, complaints and support management as needed.
ESSENTIAL RESPONSIBILITIES:
Monitors QA results to evaluate and educate to ensure improved agent performance in accordance to pod standards and adherence to protocol.
Uses prior experience and expertise to identify trends within call logs to proactively correct issues before they escalate.
Monitors agents’ attendance and call adherence and responds quickly to findings.
Manages staff by generating and interpreting quality assurance and productivity reports.
Works collaboratively with management/training group to formulate solutions to enhance agent performance.
Ensures representatives are following customer service best practice and proper use of soft skills.
Performs other duties as assigned or required.
QUALIFICATIONS:
Minimum
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$25.85Pay Range Maximum:
$40.18Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.
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