Supervisor

Responsibilities

• Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Member Services department at the 1199SEIU Benefit and Pension Funds;
• Oversee call volume to achieve and maintain optimum efficiency in meeting service levels;
• Conduct daily monitoring of calls using Call Management System (Genesys Cloud); generate and review reports for trending, system issues, and repeat calls to ensure quality;
• Prepare, analyze and maintain daily, weekly, and monthly reports associated with attendance, production and workflows to identify potential deficiencies and initiate corrective actions as needed;
• Prepare probationary performance evaluations; monitor and evaluate direct reports’ achievement of performance standards; identify areas for development, create improvement plans; coach and counsel staff; administer disciplinary actions on attendance and production to improve workflow processes;
• Absorb and resolve complex member issues; meet with staff to discuss workflows, process improvement, individual production, and departmental compliance to ensure members are receiving excellent customer service;
• Supervise staff in accordance with established departmental, Human Resources guidelines and provisions of the Collective Bargaining Agreement;
• Maintain and process staff time and attendance via timekeeping system (E-time);
• Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, prepare performance evaluations, monitor and evaluate achievement of performance standards (i.e. productivity, accuracy, and attendance); identify strengths, areas for development, coach and counsel as appropriate;
• When necessary, partner with Provider Relations, Claims, and Member Services unit to align call handling standards, ensure policy and protocol alignment to enhance the overall service model;
• Leverage data to lead performance by monitoring key metrics (call quality, volume, adherence, workflow efficiency) and translating insights into actionable strategies that improve team and departmental outcomes;
• Maintain quantitative and qualitative analytical reports to identify trends or objective assessments of strengths or gaps in performance;
• Lead and support special projects and departmental initiatives.

Qualifications

• Bachelor’s degree in a related field (e.g., Healthcare Administration, Organizational Leadership, Business Management, Communications) or equivalent experience required;
• Minimum three (3) years of high-volume healthcare or call center experience in a health insurance or benefits environment, including at least one (1) year in a leadership or team lead role;
• Experience working in a unionized environment or familiarity with Collective Bargaining Agreements (CBAs) preferred, or the ability to quickly learn and apply contract provisions, policies, and guidelines in day-to-day leadership decisions;
• Working knowledge of call center operations, systems, and performance metrics, with the ability to quickly learn and adapt to new technologies, platforms, and reporting tools;
• Foundational understanding of claims processing and healthcare terminology preferred, or demonstrated ability to rapidly build proficiency in technical subject matter;
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable improvements;
• Proven ability to coach, mentor, and develop staff, fostering a culture of accountability, engagement, and continuous learning;
• Highly organized with strong attention to detail, able to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment;
• Effective communicator with strong interpersonal skills; able to deliver clear, professional messaging both verbally and in writing across all levels;
• Resilient and adaptable under pressure, maintaining professionalism while navigating competing priorities and evolving operational needs;
• Collaborative team player with the ability to work independently.