Supervisor, Operations

Central States Funds/TeamCare • Chicago, IL

29d • $75,000 - $83,000 • Hybrid

About The Position

The Operations Supervisor will coordinate and oversee daily activities, performance and operations for Benefits Specialists and Teamleaders within the CustomerCare Center. The success of this position requires an understanding of Department Operations and how it relates to the entire organization. This position will work with supervisory and management teams to assure consistent application of expectations, advise specialists on contact handling, and handle contact escalations. The Operations Supervisor will foster a level of excellent customer service, first call resolution and provide support to CustomerCare Center staff.

Requirements

• College degree preferred, or equivalent work experience
• 1 to 3 years’ experience in customer service
• Knowledge and understanding of Fund business processes and plan benefits
• Demonstrates excellent leadership and interpersonal skills; is a role model
• Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
• Excellent oral and written communication skills; strong ability to handle difficult situations
• Consistently demonstrates a strong work ethic and professionalism
• Ability to multitask and adapt to change in a fast paced, high pressure environment
• Open minded and challenges others to be willing to embrace change
• Must be flexible, dependable, and organized with good follow through

Responsibilities

• Resolves escalated issues and assists with expedited requests from Teamleaders or Benefits Specialists.
• Oversees and manages team: answers questions, helps with problem resolution, schedules and leads team meetings, communicates policy and procedures, monitors work performance to ensure minimum production standards are met.
• Coaches and mentors team: initiates and conducts meetings/discussions on work performance, individual development and quality on a regular basis; handles discipline.
• Follows Quality Program guidelines set by Management team for scheduling, scoring, coaching and quantity of contacts monitored.
• Writes and presents yearly appraisals for assigned team of Benefits Specialists and Teamleaders.
• Consistently applies company personnel policies and department rules including compliance with HIPAA privacy standards and the collective bargaining agreement.
• Participates in interviewing and hiring process for CustomerCare Center positions.
• Helps monitor daily call volumes to identify trends or fluctuation in call volume.
• Performs eligibility updates to external Prescription and Vision systems.
• Efficiently manages time to ensure timely completion of projects and assignments.
• As a backup to WFM Supervisor, manage timekeeping and attendance of team members on a daily basis.
• Assess and approve timecards on a weekly basis, by the deadline requested.
• Assist with department training; identify and create topic outlines; conduct training.
• Lead or participate in special projects as assigned by Management.
• Ongoing communication with other CustomerCare Center Management and other departments to assist in the overall workflow of Department Operations.
• Serve as backup to other Operations Supervisors.
• Other duties as assigned.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees