Keystone Peer Review Organization, Inc. is hiring a

Contact Support Center Supervisor

Cary, United States

Customer Service Supervisor

  • Are you an experienced Customer Service Supervisor looking for a new challenge?
  • Do you value care management and quality improvement?
  • Are you motivated, energetic, and excited to become part of the Kepro team?

If so, you might be our next new team member!

Who we need:

The Customer Service Supervisor is responsible for supervising the day-to-day operations of the customer service functions to successfully meet contract deliverables.

Why us?

Kepro is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting.

People Focused. Mission Driven.

Shape the future of healthcare with us. We are mission driven to improve lives through healthcare quality and clinical expertise.

We do this through our people.

At Kepro, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.

Benefits are a key component of your rewards package at Kepro. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.

What you’ll do:

  • Assists in the training of customer service staff and conducts customer service staff performance management sessions.
  • Monitors and supervises daily workload of customer service areas, ensuring performance standards are met.
  • Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria.
  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company/contract policies. Conducts internal quality monitoring activities.
  • Answers questions and recommends corrective action to address customer complaints within contract guidelines and KEPRO policy.
  • Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Assists in determining work procedures, work schedules, and expedites workflows.
  • Consults with management staff on complicated or complex unresolved issues or precedent setting decisions.
  • Ensures customer service-related deliverables of all assigned contracts are met.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.

What you’ll need:

Required Qualifications

  • Associate’s Degree required.
  • Bachelor’s Degree preferred.

Knowledge, Skills, Abilities

  • Ability to identify and resolves problems in a timely manner, gather and analyze information skillfully; work well in group problem solving situations and maintain a calm demeanor in difficult situations.
  • Adept at dealing with contract and provider relationships.
  • Customer service focused: Able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.
  • Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
  • Contributes to building a positive team spirit.
  • Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook).
  • Proficient in call center technologies/customer service management systems.


  • Four years experience in a call center environment.
  • One year experience in a supervisory role.
  • Experience in a healthcare or insurance environment strongly preferred.

Thank You!

We know your time is valuable and we thank you in advance for applying for this position. Due to the high volume of applicants we receive, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Kepro and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Kepro Talent Acquisition Team

Mental and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

EOE AA M/F/Vet/Disability

Kepro is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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