Call Center Supervisor

This position ensures effective service to members and insureds and is responsible for people, operations, and project management of the work group. It implements and manages the achievement of the strategic business plan, applies best‑practice principles to achieve total member satisfaction, and sustains a continuous learning environment for the team. The role may assume responsibility for all service and operational activities in the Team Manager’s absence.

Responsibilities

• Provide coaching and development to team members to ensure continual education and enrichment.
• Foster an understanding of immediate service issues to maintain total member satisfaction.
• Communicate with team members through individual and group meetings, encouraging support of culture and values, embracing change, and discussing policies, procedures, objectives, and goals.
• Create an operating environment conducive to high employee satisfaction, development, growth, and retention while maintaining respect and dignity for all.
• Identify training needs and ensure training is provided for assigned responsibilities; review effectiveness of current training programs and recommend enhancements or new programs.
• Direct staff in handling member service issues and resolve elevated service issues, including conflicts, special service needs, member dissatisfaction, and adverse service conditions.
• Interview, screen, and hire team members; manage promotions and terminations; review staffing change requests and forward them for approval.
• Prepare and conduct performance appraisals, commend progress, and take corrective action to meet club and departmental standards.
• Ensure compliance with club policies and legal requirements, including safety procedures, federal and state labor laws, payroll, and attendance reporting.
• Analyze current operating activities and report to management as requested.
• Participate in organized committees to recommend changes in operating methods, business plans, and training curriculum.
• Supervise employees’ compliance with club policy and safety procedures; approve necessary reports in compliance with applicable laws.
• Assist subordinates with administration of various employee benefits and services programs.
• Support organizational commitment to ongoing leadership development through annual completion of Leadership Development Units, live call‑taking, training, and maintaining local contingency and disaster‑readiness plans.
• Exercise discretion and independent judgment in determining suitability of internal applicants for promotion, initiating training and coaching, and translating club culture and values into daily activities.
• Resolve escalated member service issues, including special service needs, payment issues, contract station obligations, and adverse service conditions.

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience.
• 4–6 years of call‑center customer service experience.
• Professional verbal and written communication skills.
• General management, organizational, and time‑management skills.
• Proven ability to negotiate and resolve complaints at an escalated level.
• Knowledge of call‑center management applications, industry standards, automatic call distribution technology, workforce management software, service quality‑assurance programs, and best practices.
• Strong coaching, interpersonal, and presentation skills.
• Leadership ability to motivate a group of employees toward desired results.
• Current knowledge of Human Resources practices (wage and hour, labor law, etc.).
• Proficiency with Microsoft Office (Outlook, Word, PowerPoint, Excel, Access).
• Willingness to travel for seminars, meetings, and committee participation; ability to be on call 24 hours a day, seven days a week.
• Valid driver’s license, acceptable DMV record, and minimum liability insurance as required by the state.

Travel Requirements

• Occasional travel to off‑site business meetings or conferences (approximately 5 % of time).

Benefits

• Health coverage for medical, dental, and vision.
• 401(k) savings plan with company match.
• Tuition assistance.
• Floating holidays and PTO for community volunteer programs.
• Paid parental leave.
• Wellness programs.
• Employee discounts on membership, insurance, travel, entertainment, services, and more.