Supervisor - Customer Service

Qlarant
$45,515.00 - $60,000.00
United States, Maryland, Easton
28464 Marlboro Avenue (Show on map)
Oct 30, 2025
Supervisor - Customer Service Job Location 28464 Marlboro Avenue, Easton, Maryland Position Type Full-Time/Regular Qlarant is a not-for-profit corporation that partners with public and private sectors to create high quality, safe, and efficient delivery of health care and human services programs. We have multiple lines of business including population health, utilization review, managed care organization quality review, and quality assurance for programs serving individuals with developmental disabilities. Qlarant is also a national leader in fighting fraud, waste and abuse for large organizations across the country. In addition, our Foundation provides grant opportunities to those with programs for under-served communities. Best People, Best Solutions, Best Results Job Summary: Supports management in responding to customer needs. Manages the call center team and coordinates workload assignments. Fills-in for junior staff, when needed. Essential Duties and Responsibilities: Provides information to investigative and medical staff. Evaluates the facts of a complaint and researches additional information as necessary. Compiles findings and determines if appropriate for presentation to team. Assists in preparing weekly and monthly reports of all customer service activities. Reviews workload and conducts quality assessment of employee''s work. Ensures all workload is ISO compliant. Reviews and assists with writing call center processes/procedures. Prepares weekly and monthly reports of all customer service activities. Analyzes call center data to identify trends, areas for improvement, and opportunities to enhance operational efficiency. Provides training and technical advice to team members. Monitors call center statistics and advises team of call volumes and data trends. Participates in internal/external committees. Recommends and implements quality control measures to ensure that calls meet established standards for customer service, accuracy, and compliance. Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Required Skills To perform the job successfully, an individual should demonstrate the following competencies: Business Expertise- Good understanding of how the team integrates with others in accomplishing the objectives of the department. Problem Solving- Uses judgment based on practice and precedence. Nature of Impact- Direct impact by ensuring the quality of the tasks/services/information provided by self and others. Area of Impact- Primarily on closely related work teams. Interpersonal Skills- Developed communication skills to exchange complex information. Leadership- Allocates work as a team leader; may check on completion/quality. Functional Knowledge- Good understanding of concepts and procedures within own discipline and basic knowledge of these elements in other disciplines. Project Management- Lead project/program team member checking the work of others. Typically responsible for training and developing new team members. Required Experience Education (education can be substituted for experience): Minimum Bachelor's Degree Work Experience (experience can be substituted for education) Minimum of 5-7 years experience Minimum of 8-11 years experience preferred Qlarant is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. Salary Range $45,515.00 - $60,000.00