Member Experience Supervisor

HealthEZ•Edina, MN

11d•Onsite

About The Position

The Member Experience Supervisor is responsible for leading and managing a team of call center agents to deliver exceptional customer service and achieve performance goals. This role includes overseeing daily operations, providing coaching and development, and ensuring team engagement and accountability. The Supervisor will report to the Member Experience Manager.

Requirements

Demonstrated success in a supervisory or leadership role within a call center or customer service environment (healthcare experience strongly preferred).
Track record of leading, motivating, and coaching high-performing teams to achieve and exceed goals.
Proficiency in contact center technologies, CRM systems, Microsoft Office Suite, and data analytics.
Strong ability to interpret data, identify trends, and make informed, strategic decisions.
Ability to communicate clearly and effectively across all levels of the organization, fostering collaboration and trust.
Comfortable navigating change and driving continuous improvement initiatives in a fast-paced environment.
Experienced in managing performance improvement plans and addressing behavioral or performance concerns professionally.
Ability to work a standard 8-hour shift, Monday-Friday between the Call Center Operations hours of 7am-7pm CT.
Special duties as assigned.

Nice To Haves

healthcare experience strongly preferred

Responsibilities

Directly supervise a team of call center agents, including scheduling, attendance, and performance management.
Conduct regular one-on-one meetings to provide feedback, set goals, and support career development.
Manage performance improvement plans and address behavioral or performance issues promptly and professionally.
Monitor daily team performance and individual metrics to ensure service level agreements (SLAs) and quality standards are met.
Implement and manage Performance Improvement Plans (PIPs) when individual performance expectations are not met.
Handle escalated calls, complaints, and complex inquiries, partnering with internal departments for resolution.
Deliver new hire and ongoing training for team members.
Provide real-time support and guidance to agents during live interactions.
Identify skill gaps and implement targeted coaching strategies.
Conduct regular team meetings to share updates, best practices, and organizational priorities.
Maintain and enhance department Standard Operating Procedures.
Recommend and implement process enhancements to improve efficiency and customer satisfaction.