Supervisor, CARE Team

Job Description

Job Description

Job Code
N1325RS

Department Name
Retirement Services

Reports To
Manager, CARE Team

FLSA Status
Exempt

Union Code
N/A

Management
Yes

About Us:

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $9 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

For 2025 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Summary:

Under the supervision of the Manager, CARE Team, the Supervisor, CARE Team coordinates and oversees the daily operations of the Counseling staff, ensuring empathetic, accurate, and timely support for members and their families across all benefit plans. This role requires a balance of operational leadership and hands-on guidance to drive performance, ensure compliance, and promote continuous improvement. The Supervisor, CARE Team embodies the CARE Team’s core values of CARE: Collaboration, Action, Reliability, and Empathy.

Essential Duties and Responsibilities:

• Provide team supervision, assign and monitor staff workload, track deliverables and due dates.

• Maintain a presence in the Welcome Center, observe in-person appointments, support staff during participant consultations, and step in as needed to ensure exceptional service delivery.

• Monitor staff workloads to ensure timely and accurate completion of participant interactions and benefit processing.

• Promote a member-first service environment by modeling CARE (Collaboration, Action, Reliability, and Empathy) values in all aspects of leadership.

• Support management in overseeing performance issues, including participation in disciplinary discussions and actions, in accordance with company policy.

• Ensure that QA standards are met across all participant interactions, including application processing, call handling, and overall customer service.

• Ensure adherence to Service Level Agreements (SLAs) and organizational timelines.

• Coach and support staff to strengthen communication, problem solving, and customer service skills.

• Monitor the member appointment calendar daily.

• Demonstrate the ability to prioritize tasks and reallocate resources to meet operational needs.

• Liaise with other departments to resolve processing issues, improve workflows, and enhance the participant counseling experience

• Draft and/or review complex member communications.

• Review and update of all forms and letters mailed to members and pensioners in accordance with the Funds style guidelines and Fund Counsel/Compliance approval.

• Assist CARE Team Management in any necessary preparation for Trustee meetings.

• Address escalated issues/calls as necessary with senior management.

• Identify and arrange for any training that may prove valuable to team.

• Participate in benefit planning seminars by presenting information to large groups; may require travel to various seminar locations.

• Oversee special or recurring projects as assigned.

Qualifications (Competencies):

• 5+ years of supervisory experience in benefits administration, retirement plan administration, or health plan operations.

• Prior experience in call center operations preferred.

• Core Competencies:
  • Empathetic Service Leadership: Leads with compassion, models high-quality customer care, and demonstrates patience when supporting members.
  • Data-Driven Management: Uses dashboards, trends, and insights to drive operational improvements and clearly communicate results.
  • Critical Thinking & Case Evaluation: Analyzes complex member situations, identifies root causes, applies benefits rules logically and consistently.
  • Judgment & Risk Awareness: Recognize when to escalate issues and balances member advocacy with policy and compliance considerations.
  • Operational Supervision: Skilled with KPIs, SLAs, queue management, and quality standards while balancing efficiency with service excellence.
  • Coaching & Development: Builds team capability through feedback, modeling best practices, and training opportunities.

• Strong organizational skills and high attention to detail.

• Advanced mathematical and quantitative skills.

• Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, or Case Management systems.

• Must possess a strong sense of ownership as well as the ability to take initiative to work independently

• Demonstrate creativity and innovation while solving problems efficiently.

• Maintains excellent attendance and punctuality.

Soft Skills (Interpersonal Skills):

• Strong oral and written interpersonal skills.

• Demonstrated commitment to exceptional customer service and member-centric support.

• Excellent communication skills.

• Ability to work independently coupled with the ability to work as a member of a team.

• Outstanding work ethic and employment record.

• Ability to motivate and inspire others, especially during periods of change or high case volume.

• Ability to handle sensitive conversations with tact and compassion.

Education:

Bachelor's degree in Business Administration, Finance, or a related field preferred.

Language Skills:

Bilingual English/Spanish preferred.

Reasoning Ability:

High

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
• Over 2/3 of the time: Talking or Hearing
• 100% of the time: Using Hands

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.