Call Center Supervisor

Greyhound Lines, Inc. in Clackamas, OR

  • Industry: Retail - Customer Service/Sales
  • Type: Full Time
position filled

Do you have experience with NEMT?
Do you have a working knowledge of Medicaid and/or HealthShare CCO rules/guidelines?
If so, we'd love to hear from you! 

We need a full-time Call Center Supervisor for our busy call center in Clackamas, OR. We are seeking an experienced, self-motivated, compassionate and team-oriented individual that is dedicated to assisting our employees and our customers.

Our call center serves customers that need assistance with transportation to and from appointments. We support our clients by offering solutions to get to various locations within our community. The Supervisors provide support to customers and Call Center Representatives in our small, yet demanding call center. They do this by ensuring that the call center is appropriately staffed, answering employee questions, handling escalated calls when necessary and working proactively to prevent problems.

First Transit Employees Enjoy:

  • Paid Training
  • Supportive Office Environment
  • Opportunities for Advancement
  • Competitive Salary & Benefit Package
    o Medical – United Health Care
    o Dental – Cigna
    o Vision – VSP
    o Aetna
    o 401k
  • Knowing That You Are Making a Difference in Someone’s Life!
  • The Call Center Supervisor is responsible for:

  • Effectively communicate with internal/external customers
  • Maintain working knowledge of our programs, HIPAA laws and OHA guidelines
  • Make referrals for staff training to the Training Manager based upon your observations and customer feedback
  • Maintain accurate and detailed attendance and performance records
  • Provide regular coaching regarding performance, behavior and attendance
  • Act as a source of clarification and information for Call Center Representatives
  • Ensuring that staff is on task in order to help meet required call center metric goals
  • Determine when corrective action is needed and follow up with employees in writing
  • Provide excellent customer service to both internal and external customers
  • Helping to create a positive and productive team environment
  • Problem solve with employees and customers in order to maintain customer satisfaction
  • Assist in reviewing applications and interviewing candidates for your team
  • Preparing written correspondence for employees
  • To qualify as a Call Center Supervisor, you’ll need:

  • A High School diploma or GED (higher education preferred)
  • Experience with Non-Emergency Medical Transportation, Care Oregon or Health Share
  • Exceptional customer service skills
  • Supervisory/Management experience in a related field
  • An understanding of Oregon Administrative Rules
  • To be culturally competent
  • Excellent communication and negotiation skills, with the ability to positively promote teamwork and cooperation
  • To maintain an excellent attendance record
  • Proficient in time management and multi-tasking
  • Must be able to work flexible hours (call center is currently open 7am-6pm Monday-Friday)
  • Capability to type 35+ WPM
  • Proficient in Microsoft Word, Excel, and Outlook
  • Ability to sit for extended hours in an office environment where at times, the chatter can be loud
  • To be non-judgmental of our customers
  • To be self-motivated
  • Excellent written, verbal and listening skills
  • To pass a federal criminal background check and drug test
  • First Transit Inc carries approximately 350 million passengers a year. As a Training & Recruitment Manager, you will play an integral role in our mission to provide solutions for an increasingly congested world by keeping people moving and communities prospering. APPLY TODAY!

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