Supervisor, Customer Experience

Allied Benefit Systems•Chicago, IL

1d•$60,000 - $88,000•Remote

About The Position

The Supervisor, Customer Experience, oversees a team of Customer Experience Specialists (CES) to ensure exceptional service delivery, efficient operations, and continuous improvement. This position is responsible for coaching and mentoring staff, monitoring performance metrics, resolving escalated issues, and implementing service strategies that align with company goals, performance guarantees and key performance indicators. The supervisor acts as a liaison between frontline associates and Contact Center leadership, fostering a positive work environment and driving customer satisfaction through effective leadership and process optimization.

Requirements

At least 3 years’ experience in a Health Insurance and Customer Service call center environment required.
Must possess demonstrated supervisor potential (i.e. previous team lead role, project leader, etc,) is required.
Must be proficient in Microsoft Word and Excel programs and have the ability to easily learn other data systems.
Ability to read, analyze and interpret general plan benefits and guidelines.
Ability to write reports, business correspondence, and procedures.
Ability to effectively respond to questions from management, co-workers, members, providers, and clients.

Responsibilities

Lead, coach, motivate, and develop employees through one-on-one meetings, performance appraisals, and growth opportunities.
Empower employees to take ownership of tasks and contribute to team goals.
Provide clear expectations, training, and resources to support success.
Conduct regular team meetings and one-on-ones to foster communication and collaboration.
Ensure cross-training and continued development across the team.
Monitor and track employee performance, including productivity, quality, attendance, and schedule adherence.
Ensure team performance meets or exceeds departmental goals and quality standards.
Identify trends and recommend improvements to enhance operational efficiency and reduce executive complaints.
Maintain employee schedules, assignments, and training plans.
Meet deadlines and turnaround times set by leadership.
Partner with contact center leadership and HR to interview, select, and onboard new employees.
Collaborate with leadership to proactively address performance or workflow issues.
Participate in department/corporate meetings to support program development and service enhancements.
Demonstrate commitment to improving the customer experience and resolving service challenges.
Promote best practices and implement solutions to streamline workflows without compromising quality.
Provide regular performance summaries and insights to contact center leadership.
Manage departmental equipment inventory, including headsets, phones, and related tools, ensuring accurate tracking and availability to support daily call center operations.
Other duties as assigned.