Benefit Program Supervisor

Job Summary - Why you’ll love this position

The Family Support Division is seeking applications for a Benefit Program Supervisor to work in the Ozark County Customer Service Center located at 19049 W Hwy 160, Gainesville, MO. This office specializes in Vendor Processing and this position will be the direct supervisor of Vendor staff.

Responsibilities - What you’ll do

• Give individual/group supervision to subordinate Benefit Program Technicians;
• Manage and direct all aspects of incoming customer service center operations for their respective staff;
• Implement and review customer service center policies and procedures and assist subordinate staff with their understanding and implementation of customer service center policies and procedures;
• Encourage customer service center team to achieve call volume expectations ensuring the quality of service provided for each call is maintained according to policy and procedure;
• Evaluate job performance for subordinate staff on an on-going basis;
• Monitor and review staff call logs and records;
• Exhibits good listening and communication skills with staff and customers;
• Demonstrates the ability to multi-task and prioritize functions to ensure all processes are completed according to customer service center operations, policy and procedure;
• Assist in the development, implementation and analysis of Customer Service Surveys to improve services;
• Provides customer support as necessary by interacting and communicating in a call center environment for those cases of a sensitive/urgent nature;
• Assist with the development and implementation of scripts;
• Investigate, research and review cases;
• Monitor calls of staff for quality assurance purposes;
• Handle and/or escalate concerns to management as necessary;
• Lead workflow distribution and floor management to ensure productivity of staff;
• Ensure staff enter information into eligibility systems and are able to meet time sensitive legal deadlines;
• Is proficient in keyboarding skills and is familiar with various computer systems to be able to assist staff with navigating different computer systems efficiently and effectively;
• Develop and maintain knowledge of staff agency and non-state agency resources to which customers can be referred when their concern cannot be met through agency programs;
• Maintain awareness of Departmental goals and priorities to ensure responses to telephone and written inquiries are consistent;
• Assist with developing and implementing solutions to issues or programs as they arise;
• Guide and mentor staff to ensure their interpretation and explanation of rules, regulations, policies and procedures concerning Family Support Division activities, programs and benefits is accurate.

Qualifications - All you need for success

Two or more years of experience as a Benefit Program Technician in the Family Support Division.

Lack of post‐secondary education will not be used as the sole basis denying consideration to any applicant.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g. shift, or time-of-service pay). 

Recruitment Area: Accepting applications from all promotional or transfer employees with current Income Maintenance experience only.

The State of Missouri is an equal opportunity employer.

Job Details - More reasons to love this position

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here. 

Contact Details - If you have questions or require any accommodations to participate in the application or interview process please contact:

[email protected]  

The State of Missouri is an equal opportunity employer and is committed to developing and maintaining a talented workforce.