Supervisor, Operations (Customer Care)

Established over 70 years ago, we are two of the largest Taft-Hartley trust funds in the United States. With over $50 billion in assets and $7 billion in benefits paid each year, we provide critical health insurance and lifetime retirement benefit services to nearly one million Teamster participants and family members. We jointly administer TeamCare, a Central States health plan, and the Central States Pension Fund.

About the role

The Supervisor, Operations leads daily CustomerCare Center contact center operations and supervises Benefits Specialists and Team Leaders to achieve service, quality, productivity, compliance, and member experience objectives. Oversees contact center workflow coordination, issue resolution, employee coaching, and performance management while promoting consistent application of departmental procedures and organizational policies. Exercises day-to-day authority over workflow prioritization, staffing coordination, issue resolution, and operational performance. Serves as a resource for escalated member issues and collaborates with leadership to support service delivery, workforce effectiveness, and continuous improvement.

Responsibilities

• Supervise daily operations of assigned CustomerCare teams and monitor service, quality, and productivity performance.
• Resolve escalated member and service issues and implement appropriate corrective actions.
• Coach, develop, and evaluate employee performance through ongoing feedback, departmental quality assurance program, documented coaching, and performance reviews.
• Administer personnel processes, corrective action, and application of departmental policies and procedures.
• Monitor operational performance metrics and recommend actions that improve service levels, productivity, staffing effectiveness, and member outcomes.
• Partner with department leadership to support staffing, interviewing, onboarding, and employee development activities.
• Ensure compliance with HIPAA requirements, customer service standards, and applicable collective bargaining provisions.
• Lead operational improvement initiatives and participate in cross-functional projects that improve service delivery, operational efficiency, and employee effectiveness.

Requirements

• College degree or related professional experience.
• Experience leading, coaching, or coordinating the work of employees in a customer service, operations, healthcare administration, or contact center environment.
• Knowledge of contact center operations, workforce performance metrics, service standards, and operational issue-resolution practices.
• Ability to interpret policies and procedures and apply sound judgment to operational decisions.
• Ability to communicate operational expectations, performance feedback, and issue-resolution recommendations effectively with employees, leadership, and internal stakeholders.
• Ability to analyze operational data and recommend process, staffing, or service improvements.

Qualifications

• Preferred: Experience in benefits administration, healthcare, pension, or contact center operations.
• Preferred: Experience in a unionized environment.

Pay

Annual salary range: $74,000 to $85,000. Final pay will be determined based on skills, experience, education, certifications, internal equity, and organizational needs.

Benefits

• 100% company-paid family insurance benefits including health, dental, RX, and vision (comprehensive coverage with low deductibles).
• 100% company-funded pension plan (at no cost to the employee).
• Health care and dependent care Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Paid vacation and PTO days.
• Flexible start times and hybrid work-from-home schedule.
• Lunch stipend for onsite café.
• Tuition reimbursement.

*Benefits are subject to change at the company’s discretion.