SRA International, Inc., A CSRA Company Call Center Supervisor in Raleigh, North Carolina

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

No Suitability Required

Job Family:

Customer Support

Job Description:

NCTracks was implemented by CSRA in July 2013 and used by the Division of Medical Assistance (DMA); the Division of Mental Health, Developmental Disabilities, and Substance Abuse Services (DMH/DD/SAS); and the Division of Public Health (DPH). CSRA is the fiscal agent for NC DHHS and handles the daily operations and functionality enhancements to NCTracks.

Providers enrolled in DMA, DMH/DD/SAS and DPH health plans submit claims for payment of covered health care services through the NCTracks Provider Portal. NCTracks coordinates processing among the payers to ensure the proper assignment of the payer, benefit plan and pricing methodology for each service on a claim. NCTracks processes health care claims, prior approval requests, provider enrollment, finance, and other healthcare transactions.

CSRA/GDIT is seeking a Call Center Supervisor to join our team in Raleigh, NC

Position Summary

Monitors day-to day activities of the customer service area to ensure adherence to policies and maintain service level quality Assist with the creating of internal performance reviews, communicating changes in web site, client policy, and internal policy to staff. Provides escalation support regarding client issues, participate in the creation and execution of programs to motivate and retain customer service.

Roles and Responsibilities:

  • Assists less experienced service center representatives resolve complex customer questions.

  • Researches complex customer inquiries and responds to appropriate parties in a timely manner.

  • Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.

  • Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.

  • Provide occasional phone coverage when required. - Motivate staff through positive feedback to meet service level goals

  • Interfaces with team members, management, and customers in reference to customer service issues.

  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

  • Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.

  • Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.

  • Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

Required Qualifications

  • Bachelor's degree in Business Management or related field, or equivalent combination of education and experience

  • Four or more years of customer service experience

  • Experience working in a call center environment

  • Experience working with organizational functions and personnel

  • Experience working with fax machines, computer software, and telephone technology

  • Experience working with help desk software

Additional Qualifications

  • Experience with Medicaid/Healthcare

  • Good business and analytical problem solving skills

  • Strong communication skills

  • Ability to work independently

  • Ability to follow oral and written directions

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA NC Raleigh - 2610 Wycliff Rd (NCS010)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.