Supervisor, CARE Team

BLDG SVC 32 B-J•New York, NY

7d•$85,000 - $90,000•Onsite

About The Position

Under the supervision of the Manager, CARE Team, the Supervisor, CARE Team coordinates and oversees the daily operations of the CARE Team staff, ensuring empathetic, accurate, and timely support for members and their families across all benefit plans and services. 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, health plan operations, or a related service environment.
Strong organizational skills and high attention to detail.
Advanced mathematical and quantitative skills.
Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, Tungsten TotalAgility (TTA), 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.
Demonstrate strong interpersonal judgment and emotional intelligence
Ability to effectively navigate sensitive member interactions, support staff through complex cases, and build trusted relationships across teams, vendors, and external stakeholders.
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

Prior experience in call center operations, participant counseling, survivor benefits, bereavement support, or a related service-focused environment 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.
Bilingual English/Spanish preferred.

Responsibilities

Provide team supervision, assign and monitor staff workload, track deliverables and due dates.
Coordinate staffing coverage and scheduling to ensure appropriate resource allocation and uninterrupted service delivery.
Maintain a presence in the Welcome Center, observing in-person appointments, supporting staff during participant consultations, and stepping 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 values in all aspects of leadership.
Supports CARE Team 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.
Monitor, analyze, and report on team performance metrics, service levels, quality outcomes, and operational needs; recommend and implement improvements as needed.
Coaches and supports 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, legal representatives, and external vendors to resolve processing issues, improve workflows, and enhance the participant counseling experience
Oversee document verification functions, ensuring staff accurately review, validate, index, and process member documentation using established business processes and technology platforms.
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.