Supervisor, Operations

Operations Supervisor

The Operations Supervisor will coordinate and oversee daily activities, performance and operations for Benefits Specialists and Teamleaders within the CustomerCare Center. The success of this position requires an understanding of Department Operations and how it relates to the entire organization. This position will work with supervisory and management teams to assure consistent application of expectations, advise specialists on contact handling, and handle contact escalations. The Operations Supervisor will foster a level of excellent customer service, first call resolution and provide support to CustomerCare Center staff.

Responsibilities

Primary

Resolves escalated issues and assists with expedited requests from Teamleaders or Benefits Specialists.

Oversees and manages team : answers questions, helps with problem resolution, schedules and leads team meetings, communicates policy and procedures, monitors work performance to ensure minimum production standards are met.

Coaches and mentors team : initiates and conducts meetings / discussions on work performance, individual development and quality on a regular basis; handles discipline.

Follows Quality Program guidelines set by Management team for scheduling, scoring, coaching and quantity of contacts monitored.

Writes and presents yearly appraisals for assigned team of Benefits Specialists and Teamleaders.

Consistently applies company personnel policies and department rules including compliance with HIPAA privacy standards and the collective bargaining agreement.

Participates in interviewing and hiring process for CustomerCare Center positions.

Helps monitor daily call volumes to identify trends or fluctuation in call volume.

Performs eligibility updates to external Prescription and Vision systems.

Efficiently manages time to ensure timely completion of projects and assignments.

Secondary

As a backup to WFM Supervisor, manage timekeeping and attendance of team members on a daily basis. Assess and approve timecards on a weekly basis, by the deadline requested.

Assist with department training; identify and create topic outlines; conduct training.

Lead or participate in special projects as assigned by Management.

Ongoing communication with other CustomerCare Center Management and other departments to assist in the overall workflow of Department Operations.

Serve as backup to other Operations Supervisors.

Other duties as assigned.

Contacts :

Supervisors have extensive contact with other departments, as well as limited contact with our various business partners.

Qualifications

College degree preferred, or equivalent work experience

1 to 3 years' experience in customer service

Knowledge and understanding of Fund business processes and plan benefits

Demonstrates excellent leadership and interpersonal skills; is a role model

Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve

Excellent oral and written communication skills; strong ability to handle difficult situations

Consistently demonstrates a strong work ethic and professionalism

Ability to multitask and adapt to change in a fast paced, high pressure environment

Open minded and challenges others to be willing to embrace change

Must be flexible, dependable, and organized with good follow through

Compensation

Annual Salary Range : $75,000 to $83,000

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.