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Customer Care Advocates Supervisor

Job in Lakeland, Polk County, Florida, 33809, USA

Listing for: Gilder Search Group

Full Time position
Listed on 2026-07-07

Job specializations:

Customer Service/HelpDesk
Customer Success Mgr./ CSM
Management

Salary/Wage Range or Industry Benchmark: 23.5 - 24.5 USD Hourly USD 23.50 24.50 HOUR

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Job – Customer Care Advocates Supervisor

Location:

Lakeland, 33810 –
This position is hybrid ( 3days in office /2 days remote )

Pay: $23.50-$24.50 per hour

Type:
Contract to hire

Schedule:

M-F, 10:30 AM to 7:00 PM EST
Must be flexible hours

Job description:

Lead and supervise a team of Customer Care Representatives, providing coaching, performance management, training, and ongoing development to ensure exceptional customer service and team success.

Oversee daily contact center operations, including call flow management, service levels, workload distribution, and resolution of escalated customer inquiries and complex issues.

Monitor, evaluate, and improve team performance through call quality reviews, performance metrics, coaching sessions, and corrective action plans when necessary.

Develop and maintain operational reports, attendance records, performance documentation, and training materials to support departmental goals and continuous improvement initiatives.

Build strong relationships with internal stakeholders and external clients while identifying process improvements, enhancing customer satisfaction, and ensuring consistent service excellence.

Nice to have:

College degree
PBM or healthcare industry
Leadership experience

Requirements:

Must have (3) years of call center experience at a senior level capacity, lead or leadership experience preferred
High school diploma or equivalent
Background check required
Drug screening required

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