Customer Care Supervisor

Essential Duties and Responsibilities

• Supervise and support the customer care team to meet and exceed performance goals.
• Oversee daily operations related to MCCP customer care processes.
• Monitor customer interactions to ensure quality and compliance with company standards.
• Provide coaching, training, and development opportunities for team members.
• Handle escalated customer issues and work towards timely resolution.
• Collaborate with other departments to improve customer experience and operational workflows.
• Analyze customer feedback and performance metrics to identify areas for improvement.
• Prepare reports and communicate updates to senior management.

Education and Experience

• A High School Diploma is required.
• Post High School or specialized training is a plus.
• A College Degree is preferred.
• Three years’ experience in a call center environment, with supervisory experience preferred.
• PBM or healthcare industry experience is desired.

Knowledge, Skills, and Abilities

• Proven experience as a Customer Care Supervisor.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalations and resolve conflicts effectively.
• Detail-oriented with strong organizational skills.
• Proficient in customer care software and Microsoft Office Suite.
• Ability to work in a hybrid environment, balancing remote and on-site responsibilities.

Work Environment / Physical Demands

• This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required.
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.
• May have occasional high stress when dealing with customers/clients.