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/sRequire 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/WORKENVIRONMENTThe physical demands and work environment described here represent those that an employee must meet to successfully perform this job’s essential functions.…