Call Center Supervisor

About the Role This role involves investigating service issues and collaborating with third-party administrators (TPAs) and other benefit service providers to ensure timely resolution. Serves as a subject matter expert in benefits administration, including processes, rules, and regulations, and supports staff through training and mentoring. Working under limited supervision, the individual exercises strong initiative and independent judgment. This role requires a high level of expertise in de-escalating challenging situations and managing interactions with upset members. The Advocate demonstrates excellent verbal and written communication skills, along with strong partnership and rapport-building abilities to work effectively across departments and with external vendors.
Key Responsibilities
* Effectively handles complex calls, escalated issues, and advanced interactions, including ancillary benefit inquiries.
* Proactively identifies and manages member and vendor issues, escalating concerns to leadership when appropriate.
* Builds strong partnerships with internal teams and external vendors to resolve member escalations and service challenges.
* Identifies process improvement opportunities, training gaps, and initiatives that enhance both the member and employee experience.
* Serves as a primary point of contact for employees who require support from the Member Experience team.
* Analyzes patterns and root causes behind escalated calls and collaborates with leadership to implement strategies that reduce escalation volume.
* Leads and presents during team huddles and training sessions.
* Assists leadership in maintaining and updating departmental policies and procedures.
* May supervise the team and manage call queues in the manager's absence.
What We're Looking For
* A customer-centric mindset with a passion for service.
* Strong communication skills and attention to detail.
* Ability to work independently and collaboratively within a team.
* Comfortable navigating websites and digital tools.
* Demonstrates our core values: Integrity, Public Service, Promoting Wellness, Simplicity, and Operational Excellence.
*Job Type & Location*This is a Contract to Hire position based out of Austin, TX.
*Pay and Benefits*The pay range for this position is $22.64 - $22.64/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a fully remote position.
*Application Deadline*This position is anticipated to close on Aug 20, 2026.

About TEKsystems


We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services


We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.