Supervisor, Operations (Customer Care)

Supervisor, Operations

The Supervisor, Operations leads daily CustomerCare Center contact center operations and supervises Benefits Specialists and Teamleaders 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

Key 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.

Qualifications

Qualifications

Required

• 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.

Preferred

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

Compensation

Annual Salary Range: $74,000 to $85,000 (The posted range of pay represents the anticipated pay scale for this position. Final pay will be determined based on a variety of job-related factors, including, but not limited to, skills, experience, education, certifications, internal equity, and organizational needs.)

Benefits*

We're proud to offer one of the most competitive total rewards packages in the nonprofit and benefits administration sectors, including:

• 100% company-paid family insurance benefits including health, dental, RX & 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 & hybrid work-from-home schedule
• Lunch stipend for onsite caf
• Tuition reimbursement

* Please note that, though uncommon, the benefits described above are subject to change at the company's discretion.

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.