ITM Marketing is currently hiring remote Customer Service Supervisors to join our team!

This position is responsible for supervising our Customer Service Representatives who are supporting Health Texas by providing customer care and enrollment services via telephone, IVR and web-based portals. To prepare for this role, ITM Marketing provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.

Please note: these are Limited Service, Full-time Remote roles with a possibility of a more permanent position at the completion of the job. You will pick up equipment from the site of our partner company or it will be shipped to you if you are not reasonably close. All training will be done remotely.


What We Can Offer You:

• An awesome work schedule: Our call center is open from 8:00AM - 8:00PM EST, Monday - Friday; 8-hour shifts are scheduled within the hours of operation.
• Weekly Pay
• Benefits after 90 days of being hired into a permanent full time position: PTO (Paid Time Off), Holiday Pay, Health (Medical, Dental, Vision) Insurances, premium paid Life Insurance
• 401k eligible after 6 months

• The Call Center Supervisor monitors the daily operations of the CSRs to ensure contractual metrics are met.
• The Supervisor provides departmental leadership and supervision of call center employees.
• A Call Center Supervisor on the Office of Personnel Management (OPM) contract works with management and operations support staff to ensure that contractual metrics are met, and that all CSRs have the tools and training necessary to perform assigned tasks.
• This person accesses multiple databases to maintain production reports.
• A Call Center Supervisor is familiar with all resources that support call center operations.

JOB RESPONSIBILITIES

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
• Develop and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary actions and terminations through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure the project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Support and enforce contact center expectation
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
   

• High School Diploma or GED required
• Bachelor’s degree or equivalent work experience in lieu of degree required

• Six months supervisory or leadership experience required
• Minimum two years customer service or call center experience
• Experience working in a customer service environment required
• Experience working on the OPM project preferred, but not required
• Must have demonstrated oral and written communication skills in English
• Must have demonstrated excellent interpersonal and leadership skills
• Ability to organize self-assignments as well as those of others
• Ability to prioritize and recognize tasks to meet contract standards
• Must be able to prioritize multiple tasks dependent on call center needs
• Must be able to track and report individual and team information
• Experience working with a PC and a Windows environment is required
• Applicant will be required by contract to undergo program security training, as well as required other employee training
• Must pass a Federal Public Trust Background Investigation
   

HOME OFFICE REQUIREMENTS

• Reliable, high-speed internet service
• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible
• Minimum 20 MBPS download speeds
• Must be a traditional, wired high-speed connection, such as cable or fiber
• Must be able to connect your computer directly to your modem or router via ethernet cable, Wi-Fi connections are not allowed
• Quiet and distraction-free workspace
• Our partner company will supply your computer equipment - must be picked up if not reasonably close to an equipment hub or it will be shipped