Call Center Supervisor - Claims Service First

This position ensures effective service to members/insureds and is responsible for people, operations, and project management of the work group. The role implements and manages the achievement of the strategic business plan, applying principles and best practices to achieve total member satisfaction and attain productivity and corporate leadership goals. It also sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment. The position 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 employees to support culture and values, embrace changes, and discuss current 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 in assigned responsibilities.
• Review effectiveness of current training programs and make recommendations for enhancement 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 as replacements or additions to staff, as well as direct promotions and terminations.
• Review requests for changes in staffing and forward to the next appropriate approval level.
• Prepare and conduct performance appraisals, commend employee progress, and/or take corrective action to improve performance or meet standards.
• Ensure compliance with Club and legal requirements.
• 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, safety procedures, and federal/state labor laws, including payroll, attendance, and necessary reports.
• Assist subordinates with administration of various employee benefits and services programs.
• Support leadership development through annual completion of “Leadership Development Units,” including live call taking, training, and maintaining local contingency and disaster-readiness plans.
• Determine suitability of internal applicants for promotions based on established criteria.
• Initiate training and coaching to create desired employee performance and behavior, providing feedback on responsiveness to training or additional measures.
• Translate, guide, and motivate the Club’s culture and values into day-to-day activities and behaviors.
• Resolve escalated member service issues, including special service needs, payment issues, contract obligations, and adverse service conditions.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 4-6 years of call center customer service experience.
• Contact Center, Managerial, or Claims Adjudication experience preferred.
• Professional verbal and written communication skills.
• General management, organizational, and time management skills.
• Proven effectiveness in negotiating and resolving complaints at an escalated level.
• Knowledge of call center management applications, industry standards, automatic call distribution technology, workforce management software, and service quality assurance programs.
• Strong coaching, interpersonal, and presentation skills, with leadership ability to motivate employees.
• Current knowledge of Human Resources practices (wage and hour, labor law, etc.).
• Proficiency with Microsoft Office software (Outlook, Word, PowerPoint, Excel, Access).
• Valid Driver’s License, acceptable DMV record, and minimum liability insurance.
• Ability to travel for seminars, meetings, and committees, and be on call 24/7, including holidays.

Schedule

This is an onsite position based in the Costa Mesa administrative office, following a closing schedule of 10:30 a.m. to 7:30 p.m., Sunday through Saturday.

Pay

The starting pay range for this position is $60,000.00 - $80,100.00. Additionally, full-time positions are eligible to participate in an incentive program based on organizational, team, and personal performance.

Benefits

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