Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50497115	Description Activated On: 2/2/2026 8:14:57 AM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

This position serves as the Call Center Supervisor within the Children’s Health Insurance Program (CHIP) and directs call center operations within the office. This position is responsible for the supervision of a unit that provides customer support via incoming and outgoing calls. This position is responsible for organizing and directing the daily activities of the call center’s operations which includes managing, training, and guiding call center staff to execute their tasks while providing a high quality of customer service.
Monitoring the staff’s performance, managing workload call volumes, and adjusting resources as appropriate. This position is responsible for being knowledgeable about CHIP policies, federal requirements, eCIS and other systems to ensure information communicated to customers is accurate.
This position will also serve the CHIP policy and planning division in a program specialist capacity. This includes tasks related to eligibility review as needed, representation for CHIP in planning meetings as necessary, review and follow up of inquiries received from applicable resources accounts, and collaboration with internal and external stakeholders for the purpose of program implementation.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

The incumbent is responsible for the following duties to effectively manage the call center:

1. Manages all call center operations including process, documentation, and achieving designated performance targets.

2. Monitors the queue to determine when adjustments are needed.

3. Acts as an information source by answering call center staff questions, assigning tasks, following up and giving instructions as needed.

4. Facilitates resolution of issues escalated to the leadership levels.

5. Ensures the staff have the most up-to-date information about policies relating to CHIP that are necessary to field questions.
6. Ensures staff are adequately trained on all equipment, software, and applications such as eCIS to perform their job.

7. Ensures quality and effectiveness of call center representatives communication.

8. Establishes performance metrics and benchmarks for the staff to achieve.

9. Monitors and evaluates staff to improve the effectiveness and efficiency of the call center.

10. Ensures compliance with CHIP’s policies and procedures.

11. Analyzes issues raised during member calls to determine if there are impacts to other areas.

12. Routinely reviews call center metrics to identify opportunities for improved performance and/or system enhancements.

13. Reviews and updates productivity tools to monitor real-time and long-term performance, and to identify areas of improvement.

14. Recommends improvements to automate processes, improve customer satisfaction and decrease costs.

15. Represents CHIP at internal and stakeholder meetings regarding the quality and effectiveness of the call center.

16. Analyzes data and drafts written documents on the quality and effectiveness of the call center.

17. Serves as the primary point of contact for all questions/issues related to the software used by the call center.

18. Participates in all meeting with the Call enter software vendor.

Supervisory Functions
Provides unit with job descriptions and performance standards; prepares and signs employee performance evaluations; monitor’s sick leave usage; and maintains a safe work environment. Ensures unit communicates on a continuous basis with customers and other members of the public by responding promptly and professionally to incoming calls. Ensures that the unit makes, or answers telephone calls or responds to questions. Prepares and directs schedules, monitors attendance of staff, schedule breaks and shifts as necessary. Mentors, guides, and trains staff.

Program Specialist Functions
Responds to daily inquiries regarding eligibility and enrollment of applicants or enrollees; prepares correspondence in response to written inquiries.
Attends staff meetings and participates in or provides training to internal and external staff.
Reviews and analyzes data to develop trends.
Represents the bureau on various inter-agency committees.
Serves as a contact to professional organizations on matters related to program eligibility and procedures.
Performs other related work as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Plans, directs, and controls work within the Bureau of CHIP member services unit.
Assesses the unit’s workload to ensure that staff completes assignments timely and accurately. Coordinates unit functions and establishes unit goals and priorities to meet objectives established by local administration.
Facilitates onboarding and training of staff newly hired to the member services unit.
Consults with immediate manager on performance issues and proposed corrective actions. Indicates training needed by unit staff.
Prioritizes incumbents’ work assignments daily. Determines when to seek manager’s assistance.
Approves leave within office guidelines.
Completes EPRs in accordance with DHS procedures.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

1.   N/A

2.   N/A

3.   N/A

4.   N/A

5.   N/A

6.   N/A

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Excellent communication skills with ability to foster and promote open exchange of ideas.
2.	Commitment to external and internal customer satisfaction.
3.	Demonstrated ability to develop and implement process enhancements.
4.	Ability to coach, mentor, lead and motivate others to meet high performance standards.
5.	Frequently collaborates with internal and external staff to perform daily job functions.
6.	Strong organizational skills.
7.	Conduct basic trend analysis.
8.	Prepares/responds to written correspondence and other types of inquiries.
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