Supervisor, Customer Care

About the role

The organization operates in the healthcare industry, focusing on delivering customer care services that address the challenges of managing multichannel customer inquiries. It emphasizes improving customer satisfaction and resolution by supporting and developing its customer care team. The organization prioritizes performance metrics and talent development to maintain effective service delivery. The Supervisor, Customer Care role is responsible for leading and supporting the Customer Care Specialists to ensure they have the resources and guidance necessary for success. This position oversees daily team operations, monitors performance, and implements improvements to enhance customer service quality. The role contributes to organizational goals by fostering team engagement, developing talent, and resolving obstacles that affect specialist performance.

Responsibilities

• Coach, develop, and motivate staff through feedback and action plans
• Analyze supervisor reports to evaluate and improve agent performance
• Complete quality assessments and provide feedback for agent growth
• Conduct and document one-on-one performance reviews
• Maintain expert knowledge of agent duties and operational updates
• Manage disciplinary processes according to policies
• Evaluate and address agent satisfaction to enhance department engagement
• Serve as primary contact for customer escalations and resolve issues promptly
• Provide on-call support when needed
• Conduct annual performance reviews for agents
• Travel between campuses up to 5% of the time
• Perform other duties as assigned

Requirements

• Minimum of 2 years of experience or an Associate degree
• Experience in a call center or healthcare environment
• Direct leadership or coaching experience
• Familiarity with call center technology, CRM, and telephony tools
• Knowledge of industry practices
• Commitment to compliance program objectives
• Ability to interact cooperatively and respectfully with employees

Pay

USD $54,236.41 - USD $64,567.05 per year

Benefits

• Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401(k) company match up to 5% with no vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program up to $750