Supervisor - Global Service Center

Job Description

Job Description

Who we are.

At Blue Cross Blue Shield Global Solutions℠ (BCBS Global Solutions℠), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that's simple, efficient, and human.

Whether our customers live, work, travel, or study abroad, we give them the confidence and peace of mind to say “yes” to new possibilities.

What we're looking for in our Supervisor, Global Service Center:

You're a people-first leader who thrives in a fast-paced, customer-focused environment. You know how to inspire teams, drive performance, and turn challenges into opportunities for growth. You're passionate about developing employees, improving processes, and delivering exceptional service experiences that build trust and loyalty with our members and customers.

You're someone who:

• Leads with empathy, accountability, and a commitment to excellence
• Builds engaged, high-performing teams through coaching and development
• Uses data and performance metrics to identify opportunities and drive results
• Balances operational efficiency with exceptional customer experiences
• Adapts quickly to changing priorities and business needs
• Collaborates effectively across teams to solve problems and improve outcomes

Here's the work you'll be doing to support our Global Service Center:Team Leadership & Employee Development

• Lead and support a team of Global Service Center Specialists, Senior Specialists, and Team Leads in a 24/7/365 service environment
• Create a positive, high-performance culture focused on customer experience, continuous improvement, and employee engagement
• Coach, mentor, and develop team members to maximize performance and career growth
• Participate in recruiting, interviewing, onboarding, and training new employees
• Manage performance through regular feedback, coaching conversations, and development planning

Service Operations & Performance Management

• Oversee daily service center operations to ensure service levels, quality standards, and customer commitments are consistently achieved
• Monitor key performance indicators and use operational data to identify trends, opportunities, and areas requiring improvement
• Review customer feedback and survey results to enhance service delivery and strengthen customer satisfaction
• Support escalated and complex customer inquiries while partnering with team members to resolve issues effectively
• Help drive improvements that reduce repeat contacts and improve first-contact resolution

Process Improvement & Business Partnership

• Identify opportunities to improve workflows, processes, and customer experiences across the Global Service Center
• Partner with internal and external stakeholders to support operational initiatives, new products, and service enhancements
• Analyze team and department performance reports to support workforce planning and productivity improvements
• Participate in and occasionally lead cross-functional projects and business initiatives
• Recommend and help implement operational and system enhancements that improve efficiency and service quality

This might be the right fit for you if...

• You have a bachelor's degree or equivalent combination of education and experience
• You have experience leading or supervising customer service teams, preferably in healthcare, insurance, or a contact center environment
• You have a track record of developing employees and driving team performance
• You're comfortable using data and reporting to make operational decisions
• You excel at balancing multiple priorities in a fast-paced environment
• You have strong communication, coaching, and relationship-building skills
• You remain calm under pressure and are confident making decisions in complex situations

Bonus points if you have:

• Experience within the health insurance or healthcare industry
• Previous contact center leadership experience
• International travel, expatriate, or global healthcare experience
• Familiarity with HIPAA requirements and healthcare regulations
• Experience with Salesforce, ADP, telephony platforms, or workforce management tools
• Previous experience working within a Blue Cross and Blue Shield environment

Additional Requirements

• Ability to support a 24/7/365 operation, including occasional weekend, evening, or on-call responsibilities
• Ability to work in a hybrid environment, including office and remote work arrangements
• Reliable high-speed internet connectivity for remote work

What you'll get in return:

• Competitive base pay + annual bonus
• Competitive medical plans
• Telemedicine services
• Paid parental leave
• 24/7 employee assistance and wellness support
• Free international healthcare coverage

Other great perks:

• Hybrid work model (office and/or remote)
• Work-abroad arrangements available
• Generous PTO accrual with carry-over options
• 9 paid holidays, plus one floating holiday and one volunteer day
• Tuition reimbursement
• Career development and learning opportunities
• 401(k) with generous company match
• Pet insurance options
• Identity theft and legal coverage
• Ongoing focus on well-being, including virtual wellness resources and mindfulness events

Please visit the employee benefits page on our website for more information on our benefits and perks that support your overall well-being.

EOE