Customer Service Supervisor

Overview

The Customer Service Supervisor assists the Customer Service Manager in the daily management of Call Center operations by providing direct supervision to the Customer Service Representatives (CSRs). The role ensures compliance with Health Human Services Commission (HHSC) contractual requirements and URAC standards, maintains performance metrics within compliance, and trains staff to meet HHSC and URAC expectations.

• Supervises a team of CSRs to deliver exemplary customer service to Members and Providers, driving a customer‑centric attitude with clear quality and performance expectations.
• Maintains confidentiality, adheres to Health System and Health Plan policies and procedures, and demonstrates ethical business practices.
• Monitors attendance to guarantee the Call Center is adequately staffed, escalating concerns to the Manager immediately.
• Develops monthly schedules to meet Call Center objectives and metrics.
• Ensures the team meets specific inbound customer service metrics set by Management.
• Collaborates with Management to improve overall customer service quality by identifying trends, communicating changes, and driving feedback processes.
• Oversees Member and Provider topics related to Managed Care and the STAR, STAR Kids, and CHIP programs.
• Provides floor presence to assist staff with issues and serves as the first line for escalation on Member and Provider matters.
• Handles escalated calls and emails concerning pharmacy, eligibility, claims, and other Member/Provider inquiries.
• Assists with inbound calls, ensuring a minimum of four hours per month, and additional calls as warranted to meet hotline metrics.
• Monitors the call queue and tracks inbound calls, calls waiting, and abandonment rate to keep metrics within HHSC hotline standards.
• Ensures timely and accurate updates to all Customer Service resources used by CSRs.
• Monitors all open CSR workflows to ensure timely completion.
• Conducts weekly quality assurance reviews of each CSR, providing evaluation results to identify improvement or coaching opportunities.
• Prepares required weekly checklists and written performance summaries for the Customer Service Manager.

• Minimum of a high school diploma or equivalent combination of education and at least two years of progressive experience in a call center.
• At least two years of experience in Managed Care with knowledge of STAR, STAR Kids, and CHIP insurance programs (preferred).
• Outstanding communication skills and the ability to handle complex customer situations effectively.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.