Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.
The Case Management Supervisor monitors the daily operations of a team responsible for working cases, from coordinating examination schedules and appointments with examiners and veterans to completing activities that facilitate the successful completion of Disability Benefits Questionnaires (DBQs). The Supervisor provides departmental leadership and supervision of case managers and schedulers, and the position requires strong communication and leadership skills with the ability to prioritize and delegate effectively to ensure quality, customer experience and performance metrics are met.
The Supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. The supervisor will report to the Case Management Lead. They may also participate in completing performance evaluations for members of their team.
Work you’ll do:
- Provide departmental leadership in assigned functional area
- Responsible for supervision of team members to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
- Monitor team quality and performance and provide feedback and coaching as appropriate.
- Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
- Manage unplanned shrinkage
- Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
- Perform tasks to assure service level and quality requirements are met
- Maintain department records related to agent coaching and performance improvement
- Complete employee performance assessment at end of assignment
- Immediately report system issues to manager or appropriate parties
- Continually look for and suggest process improvements that will benefit our customers
- May be required to work weekends, holidays, or off-shift, as necessary
The team
Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte’s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
Qualifications
Required:
- High School Diploma/ GED Required
- 5+ years total professional experience in a related field
- 2+ years experience as a Supervisor or Leadership role
- 2 – 3 years Customer Service or Operations Management experience
- Excellent customer service, leadership and team interaction skills required
- Demonstrated ability to coach team members to higher levels of performance
- Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit
- Proven ability to work as a team member
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve
From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.
From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.