Member Services Supervisor - Remote

Overview

As a full-time, Member Service Supervisor, you will oversee the Member Services call center team and serve as a point of contact for escalated issues.

In Short

• Provide direct supervision to the Member Services Team, ensuring world class customer service.
• Assign, prioritize, and delegate tasks based on business needs and staff skillfulness.
• Analyze data for root cause analysis.
• Monitor call, chat, and email volume to meet service goals.
• Review call recordings and other work for compliance and quality.
• Manage agent shifts and approve Paid Time Off requests.
• Promote employee development and conduct performance reviews.
• Facilitate training and manage call center systems.
• Coach representatives on de-escalating calls.
• Handle sensitive PII and PHI in compliance with HIPAA.

Requirements

• Strong leadership and team management skills.
• Excellent problem-solving and communication skills.
• Experience in customer service environments.
• Ability to analyze data effectively.
• Knowledge of HIPAA compliance.
• Experience in training and development.
• Familiarity with call center operations.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with software development teams is a plus.
• Strong organizational skills.

Benefits

• Opportunity for growth in a dynamic organization.
• Supportive team environment.
• Competitive salary based on experience.
• Comprehensive training and onboarding.
• Annual performance reviews.
• Paid Time Off.
• Engagement in cross-departmental projects.
• Access to professional development resources.
• Involvement in new software feature testing.
• Work-life balance initiatives.