Supervisor, Operations (Customer Care)
About The Position
The Supervisor, Operations leads daily CustomerCare Center contact center operations and supervises Benefits Specialists and Teamleaders to achieve service, quality, productivity, compliance, and member experience objectives. Oversees contact center workflow coordination, issue resolution, employee coaching, and performance management while promoting consistent application of departmental procedures and organizational policies. Exercises day-to-day authority over workflow prioritization, staffing coordination, issue resolution, and operational performance. Serves as a resource for escalated member issues and collaborates with leadership to support service delivery, workforce effectiveness, and continuous improvement.
Requirements
- College degree or related professional experience
- Experience leading, coaching, or coordinating the work of employees in a customer service, operations, healthcare administration, or contact center environment.
- Knowledge of contact center operations, workforce performance metrics, service standards, and operational issue-resolution practices.
- Ability to interpret policies and procedures and apply sound judgment to operational decisions.
- Ability to communicate operational expectations, performance feedback, and issue-resolution recommendations effectively with employees, leadership, and internal stakeholders.
- Ability to analyze operational data and recommend process, staffing, or service improvements.
Nice To Haves
- Experience in benefits administration, healthcare, pension, or contact center operations.
- Experience in a unionized environment.
Responsibilities
- Supervise daily operations of assigned CustomerCare teams and monitor service, quality, and productivity performance.
- Resolve escalated member and service issues and implement appropriate corrective actions.
- Coach, develop, and evaluate employee performance through ongoing feedback, departmental quality assurance program, documented coaching, and performance reviews.
- Administer personnel processes, corrective action, and application of departmental policies and procedures.
- Monitor operational performance metrics and recommend actions that improve service levels, productivity, staffing effectiveness, and member outcomes.
- Partner with department leadership to support staffing, interviewing, onboarding, and employee development activities.
- Ensure compliance with HIPAA requirements, customer service standards, and applicable collective bargaining provisions.
- Lead operational improvement initiatives and participate in cross-functional projects that improve service delivery, operational efficiency, and employee effectiveness.
Benefits
- 100% company-paid family insurance benefits including health, dental, RX & vision (comprehensive coverage with low deductibles)
- 100% company-funded pension plan (at no cost to the employee)
- Health care and dependent care Flexible Spending Accounts (FSAs)
- 401(k) retirement plan with company match
- Paid vacation and PTO days
- Flexible start times & hybrid work-from-home schedule
- Lunch stipend for onsite café
- Tuition reimbursement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
