Supervisor, Customer Service

JOB DESCRIPTION SUMMARY

Reporting to the Senior Supervisor, Customer Service, this role is responsible for overseeing the daily operations of the healthcare customer service call center and supporting front-line staff. This position ensures service delivery meets Key Performance Indicators (KPIs), related to customer satisfaction, response times and providing quality service. Responsibilities include monitoring call center performance, providing coaching and feedback to Customer Service Representatives (CSRs) and Leads, and aligning team efforts with organizational goals. This position also handles escalated issues, ensuring timely resolution and proper documentation. Additionally, the role contributes to recruiting, onboarding, and training within the department.

DUTIES AND RESPONSIBILITIES

Call Center Support

• Manage and process staff timesheets, payroll, and daily attendance
• Generate and analyze daily call center performance reports
• Monitor real-time service levels to ensure performance goals are met
• Coordinate overtime with Workforce Management as appropriate
• Oversee recruitment, onboarding and termination processes as needed
• Provide guidance, support, and timely feedback to staff
• Assist CSRs with escalated issues
• Meet deadlines and respond promptly to internal and external inquiries
• Implement customer service strategies and coordinate training needs with Workforce Management and Training
• Identify process inefficiencies and recommend improvements to enhance efficiency, reduce risk, or lower cost
• Develop and maintain Standard Operating Procedures (SOPs)
• Lead or implement at least one process improvement or innovation annually

Training/Development

• Monitor individual, team, and call center performance to identify trends and ensure achievement of targets
• Monitor service calls for professionalism, accuracy, and compliance with company policies
• Develop action plans based on performance insights and data analysis
• Assess department needs and manage the development of call center policies and procedures

Management & Leadership

• Lead and develop a high-performing team of 3A+ self-accountable professionals
• Foster a culture of authentic accountability by consistently modeling expected behaviors
• Instill a culture of safety and expectation within your respective area/s
• Require direct reports to hold themselves accountable to high performance standards and personal conduct in a clear, helpful, straightforward way
• Conduct one-on-one conversations with every direct report monthly focused on their 3A+ capabilities, impact, and effort
• Make decisions impacting staff using the steps outlined in the “Outward Leadership” guide
• Promote a culture of inclusion leveraging the “Outward Inclusion” principles

Other

• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively. Be willing to adjust efforts to ensure that work and attitude are helpful to others, be self-accountable, create a positive impact, and be diligent in delivering results

• Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet

• Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA- required protection of all confidential/protected client data

• Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit)

• All other duties as assigned

PHYSICAL DEMANDS/WORKENVIRONMENT

The physical demands and work environment described here represent those that an employee must meet to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.

QUALIFICATIONS

• BS/BA degree and three (3) to five (5) years of experience as a Supervisor in a Customer Service environment, preferred.
• Proven ability to coach, mentor and develop employees, including delivering constructive performance feedback
• Strong knowledge of call center operations, including statistical analysis and reporting
• Demonstrated team collaboration and support for collective decision-making
• Effective multitasking, prioritization, organizational, and leadership skills
• Experience monitoring customer interactions and analyzing information to make informed business decisions
• Excellent customer service and problem-solving skills
• In-depth knowledge of the health insurance, health products, claims processing, medical terminology, and ancillary services
• Strong written and verbal communication skills
• Proficient in Microsoft Office and call center systems, including phone, email, chat, workforce management, quality assurance and other software tools
• Comfortable working in a fast-paced environment
• Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds
• Home router with wired Ethernet (wireless connections and hotspots are not permitted)
• A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.
• A functioning smoke detector, fire extinguisher, and first aid kit on site
• Bilingual in Spanish is a plus