Supervisor, Customer Care

Zenith American Solutions•San Francisco, CA

About The Position

The Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team in accordance with company guidelines, regulatory requirements, and client needs. The role has the minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) required by the job description and role. The supervisor leads staff and monitors work quality and productivity, develops employees, and optimizes workflows, tools, and staffing. The role also supports compliance, payroll and timekeeping processes, assigned benefit plans, escalated claims issues, client needs, new client implementation, and client-facing activities. Other duties may be assigned, and duties and responsibilities may change with or without notice. Zenith American Solutions is an independent third-party administrator operating more than 44 offices nationwide. The company describes its approach as providing high-quality work, exceptional service, and mutual respect.

Requirements

High school diploma or GED.
Three years of customer service experience, including one year in a lead or supervisory role.
Understanding of call metrics and analysis, staffing models, and workforce management.
Strong teamwork, confidence, and integrity to earn client and internal team confidence.
Strong decision-making and organizational skills, including the ability to optimize available resources and manage multiple priorities.
Analytical and problem-resolution skills, with the ability to exercise independent, sound judgment.
Ability to effectively manage staff remotely.
Ability and willingness to travel as necessary.
Computer proficiency, including Microsoft Office applications and tools.

Nice To Haves

Experience in a third-party administrator or health and welfare industry.
Bilingual.

Responsibilities

Provide daily leadership and supervision to staff consistent with management values and the company mission.
Assign, distribute, and monitor the quality and quantity of work, holding employees accountable for quality and production requirements.
Develop staff through performance management, goal setting, training, and effective employee relations.
Optimize workflows, processes, tools, and staff allocation for efficient and cost-effective daily operations.
Use management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.
Review and approve timecards and time-off requests, and validate labor allocations and payroll processing information.
Maintain current knowledge of assigned plans and apply that knowledge effectively.
Remediate escalated claims issues, review plan changes, and address other client needs.
Participate in new business presentations and client meetings as requested, attend benefit fairs, and assist with new client implementation.
Perform other duties as assigned.