Customer Service Center Supervisor

WSP is currently initiating a search for a Customer Service Center Supervisor based onsite out of Concord, CA.

The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center by overseeing a team of Customer Service Representatives (CSRs - specifically call receivers and application verifiers). The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved.

Responsibilities:

• Oversee daily Clipper START eligibility verification and customer support operations, including electronic and paper application processing, re-enrollment reviews, applicant correspondence, and phone and email support.
• Ensure identity and income documentation is reviewed accurately, established eligibility criteria are applied consistently, and applications are appropriately approved, denied, or returned for additional information.
• Monitor Clipper START application workloads and assign staff to support timely processing of 99% of applications within three business days and 100% within five business days.
• Ensure Clipper START paper applications, verification documents, eligibility decisions, customer communications, and case outcomes are accurately entered, digitized, uploaded, and maintained in the CRM.
• Monitor Clipper START voicemail and email cases to ensure 95% receive a response within one business day and 100% within two business days.
• Monitor telephone queues and take operational action to connect 95% of distributed calls to a representative within 180 seconds and maintain an abandonment rate below 3% for calls waiting longer than 30 seconds.
• Conduct quality reviews of application decisions, supporting documentation, CRM records, applicant correspondence, and customer contacts; provide coaching, corrective action, or refresher training when errors or performance gaps are identified.
• Prepare and validate Clipper START daily, weekly, and monthly performance information, including contact volumes, application processing, case response times, staffing, average handle time, speed of answer, service levels, and related operational measures.
• Supervise, coordinate, and schedule the activities of Customer Service Representatives and Fulfillment Representative to maintain appropriate coverage and achieve performance objectives.
• Develop employees through constructive feedback, coaching, training, mentorship, career-path support, remedial training, and corrective or disciplinary action when required.

Qualifications:

• Knowledge of eligibility-verification, application-processing, or document-review operations and the ability to interpret and consistently apply program criteria.
• Experience supervising work performed in a CRM or case-management system; Salesforce experience is preferred.
• Ability to analyze application-processing, customer-contact, quality, service-level, and fulfillment performance data and to conduct quality reviews of applicant documentation, eligibility decisions, correspondence, customer contacts, and CRM records.
• Demonstrated ability to protect confidential information, reinforce proper handling of personally identifiable information, and use approved language-service resources to support customers with limited English proficiency.
• Ability to manage competing phone, email, voicemail, application-processing, materials-fulfillment, and administrative workloads within established service timelines.
• Supervisory experience identifying performance gaps, completing root-cause reviews, implementing corrective actions, and coordinating effectively with internal departments, clients, contractors, and external fulfillment partners.
• Proficient computer skills, including Microsoft Word, Excel, and PowerPoint; experience with Visio, Access, or other Microsoft Office products is a plus.
• Excellent oral and written communication skills, including the ability to summarize analytical results and present them to senior leadership.

Benefits:

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Expected Compensation:

$29.72/hr – $42.46/hr