Call Center Operations Supervisor

Call Center Operations Supervisor – Nations Benefits

We are seeking an experienced Call Center Operations Supervisor to oversee our onsite team in the Plantation office. The role focuses on ensuring high‑quality member experience, productivity, and compliance across daily operations.

• bResponsible for the day‑to‑day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
• bPerform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling
• bSupervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
• bEnsures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first‑call resolution achievement objectives
• bEnsures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
• bKnowledgeable of team members’ KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
• bWorks with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
• bUtilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
• bProvides direct agent assistance and responds to all requests for assistance and guidance
• bProvides knowledge and in depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
• bAssists MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with Nations Benefits
• bAbility to remain confidential with all proprietary information
• bAdherence to all Nations Benefits, HIPAA, and MCO / Medicare guidelines
• bPerforms additional duties as assigned by Management based business demands
• bAbility to motivate, engage and lead a team of call center professionals in an on‑site or remote workforce environment
• bAbility to work well under pressure in a highly dynamic and fast‑paced environment
• bAbility to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise
• bAn engaging, compassionate, energetic, and enthusiastic attitude required
• bExcellent verbal and written communication skills
• bAbility to work a flexible schedule based on operational demands (day, night, weekends, holidays)

• bAssociate’s or Bachelor’s Degree preferred, or equivalent work experience required
• b3+ years of Contact Center experience required, preferably in the Health Care industry
• b1+ years of Supervisory experience preferred
• bProficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva)
• bHighly Proficient in Excel, Word, and PowerPoint applications

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Management and Manufacturing

Industry: Government Administration