Supervisor, CARE Team

BLDG SVC 32 B-J•New York, NY

About The Position

Under the supervision of the Manager, CARE Team, the Supervisor, CARE Team coordinates and oversees the daily operations of the Counseling staff, ensuring empathetic, accurate, and timely support for members and their families across all benefit plans. This role requires a balance of operational leadership and hands-on guidance to drive performance, ensure compliance, and promote continuous improvement. The Supervisor, CARE Team embodies the CARE Team’s core values of CARE: Collaboration, Action, Reliability, and Empathy.

Requirements

5+ years of supervisory experience in benefits administration, retirement plan administration, or health plan operations.
Prior experience in call center operations preferred.
Empathetic Service Leadership: Leads with compassion, models high-quality customer care, and demonstrates patience when supporting members.
Data-Driven Management: Uses dashboards, trends, and insights to drive operational improvements and clearly communicate results.
Critical Thinking & Case Evaluation: Analyzes complex member situations, identifies root causes, applies benefits rules logically and consistently.
Judgment & Risk Awareness: Recognize when to escalate issues and balances member advocacy with policy and compliance considerations.
Operational Supervision: Skilled with KPIs, SLAs, queue management, and quality standards while balancing efficiency with service excellence.
Coaching & Development: Builds team capability through feedback, modeling best practices, and training opportunities.
Strong organizational skills and high attention to detail.
Advanced mathematical and quantitative skills.
Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, or Case Management systems.
Must possess a strong sense of ownership as well as the ability to take initiative to work independently
Demonstrate creativity and innovation while solving problems efficiently.
Maintains excellent attendance and punctuality.
Strong oral and written interpersonal skills.
Demonstrated commitment to exceptional customer service and member-centric support.
Excellent communication skills.
Ability to work independently coupled with the ability to work as a member of a team.
Outstanding work ethic and employment record.
Ability to motivate and inspire others, especially during periods of change or high case volume.
Ability to handle sensitive conversations with tact and compassion.

Nice To Haves

Bilingual English/Spanish preferred.

Responsibilities

Provide team supervision, assign and monitor staff workload, track deliverables and due dates.
Maintain a presence in the Welcome Center, observe in-person appointments, support staff during participant consultations, and step in as needed to ensure exceptional service delivery.
Monitor staff workloads to ensure timely and accurate completion of participant interactions and benefit processing.
Promote a member-first service environment by modeling CARE (Collaboration, Action, Reliability, and Empathy) values in all aspects of leadership.
Support management in overseeing performance issues, including participation in disciplinary discussions and actions, in accordance with company policy.
Ensure that QA standards are met across all participant interactions, including application processing, call handling, and overall customer service.
Ensure adherence to Service Level Agreements (SLAs) and organizational timelines.
Coach and support staff to strengthen communication, problem solving, and customer service skills.
Monitor the member appointment calendar daily.
Demonstrate the ability to prioritize tasks and reallocate resources to meet operational needs.
Liaise with other departments to resolve processing issues, improve workflows, and enhance the participant counseling experience
Draft and/or review complex member communications.
Review and update of all forms and letters mailed to members and pensioners in accordance with the Funds style guidelines and Fund Counsel/Compliance approval.
Assist CARE Team Management in any necessary preparation for Trustee meetings.
Address escalated issues/calls as necessary with senior management.
Identify and arrange for any training that may prove valuable to team.
Participate in benefit planning seminars by presenting information to large groups; may require travel to various seminar locations.
Oversee special or recurring projects as assigned.