Supervisor

Job Title

Responsibilities

Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Member Services department at the 1199SEIU Benefit and Pension Funds; oversee call volume to achieve and maintain optimum efficiency in meeting service levels. Conduct daily monitoring of calls using Call Management System (Genesys Cloud); generate and review reports for trending, system issues, and repeat calls to ensure quality. Prepare, analyze and maintain daily, weekly, and monthly reports associated with attendance, production and workflows to identify potential deficiencies and initiate corrective actions as needed. Prepare probationary performance evaluations; monitor and evaluate direct reports' achievement of performance standards; identify areas for development, create improvement plans; coach and counsel staff; administer disciplinary actions on attendance and production to improve workflow processes. Assist staff in resolving complex member issues; meet with staff to discuss workflows, process improvement, individual production, and departmental compliance to ensure members are receiving excellent customer service. Supervise staff in accordance with established departmental, Human Resources guidelines and provisions of the Collective Bargaining Agreement; Monitor and process staff time and attendance via timekeeping system (E-time). Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, prepare performance evaluations, monitor and evaluate achievement of performance standards (i.e. productivity, accuracy, and attendance); identify strengths, areas for development, coach and counsel as appropriate. When necessary, partner with Provider Relations, Claims, and Member Services unit to align call handling standards, ensure policy and protocol alignment to enhance the overall service model. Leverage data to lead performance by monitoring key metrics (call quality, volume, adherence, workflow efficiency) and translating insights into actionable strategies that improve team and departmental outcomes. Maintain quantitative and qualitative analytical reports to identify trends or objective assessments of strengths or gaps in performance. Lead and support special projects and departmental initiatives.

Qualifications

Bachelor's degree in a related field (e.g., Healthcare Administration, Organizational Leadership, Business Management, Communications) or equivalent experience required. Minimum three (3) years of high-volume healthcare or call center experience in a health insurance or benefits environment, including at least one (1) year in a leadership or team lead role. Experience working in a unionized environment or familiarity with Collective Bargaining Agreements (CBAs) preferred, or the ability to quickly learn and apply contract provisions, policies, and guidelines in day-to-day leadership decisions. Working knowledge of call center operations, systems, and performance metrics, with the ability to quickly learn and adapt to new technologies, platforms, and reporting tools. Knowledge of Fund benefit plans, rules and eligibility preferred (1199SEIU National Benefit Fund, Greater New York Fund, Home Care Employees) with an emphasis on the ability to learn complex systems and concepts quickly and effectively. Foundational understanding of claims processing and healthcare terminology preferred, or demonstrated ability to rapidly build proficiency in technical subject matter. Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable improvements. Proven ability to coach, mentor, and develop staff, fostering a culture of accountability, engagement, and continuous learning. Highly organized with strong attention to detail, able to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment. Effective communicator with strong interpersonal skills; able to deliver clear, professional messaging both verbally and in writing across all levels. Resilient and adaptable under pressure, maintaining professionalism while navigating competing priorities and evolving operational needs. Collaborative team player with the ability to work independently.