Supervisor, Customer Care

Navitus Health Solutions, LLC•,

6d•$54,326 - $64,567•Remote

About The Position

Navitus Health Solutions is seeking a Supervisor, Customer Care to support the growth and development of Customer Care Specialists and ensure they have the resources needed to succeed. The supervisor leads team members who respond to multichannel customer requests and inquiries, with the goal of providing high customer satisfaction and resolution. The role supports the team by assisting, analyzing, monitoring, and recommending changes to help staff consistently meet performance metrics. It guides and directs team activities through engagement and talent development, and identifies and addresses barriers to employee success. The position is remote for residents of the states and Washington, DC listed in the posting, with a flexible Monday–Friday schedule during core call center hours. Travel between campuses is required 5% of the time. The pay range is USD $54,326–$64,567 per year.

Requirements

At least 2 years of experience or an associate degree.
Experience working in a call center or healthcare environment.
Direct leadership or coaching/mentoring experience.
Familiarity with call center technology, CRM, and telephony tools.
Knowledge of industry practices.
Participate in, adhere to, and support compliance program objectives.
Consistently interact cooperatively and respectfully with other employees.

Responsibilities

Coach, develop, and motivate staff through consistent feedback and individualized action plans, adjusting plans based on agent needs.
Analyze supervisor reports and agent performance trends; research data using call-monitoring software and provide timely feedback to improve agent effectiveness and efficiency.
Complete Quality Cards according to Quality Assurance calibration guidelines and provide feedback to support agent growth and development.
Schedule, conduct, and document one-on-one meetings to provide performance feedback and address agents’ needs.
Maintain expert knowledge of agent responsibilities and stay current on operational changes, policies, and procedures by shadowing call center agents and attending Customer Care training.
Manage disciplinary processes in accordance with department and company policies for attendance, performance, and behavioral standards.
Evaluate agent satisfaction and follow up on feedback to engage the workforce and improve department satisfaction.
Serve as the primary escalation contact; investigate difficult customer complaints and resolve them by researching calls, reviewing documentation, working with callers, and/or coordinating with other departments.
Provide on-call support.
Evaluate, write, and deliver annual agent reviews based on overall performance.
Travel between campuses 5% of the time.
Perform other duties as assigned.