Customer Service Supervisor

This is a fully remote position, open to applicants in North Dakota, +4 more states.

📋 Description

• Assign and prioritize tasks, establish goals, coordinate daily activities for the team, and facilitate communication through coaching, individual discussions, and team meetings.

• Track individual and team performance metrics related to production, customer satisfaction, quality, call accuracy, and cross-service objectives.

• Mentor and develop team members, supervise training, evaluate development needs, conduct performance reviews, and manage hiring, counseling, and retention processes.

• Act as a resource for staff and partners, escalate issues as needed, collaborate across various departments, and resolve escalated member or provider calls to closure.

• Assist in formulating productivity and quality benchmarks.

• Engage in compliance audits, document findings, and ensure adherence to MTM, URAC, and other compliance standards.

• Recognize and execute opportunities for continuous improvement.

• Lead special projects, divisional initiatives, and process improvement efforts that involve data tracking, analysis, and presentations.

• Contribute to project teams by proposing solutions and interpreting business requirements, timelines, and communications.

• Provide leadership and guidance, motivate the team towards shared objectives, and foster a positive employee experience.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of three years of experience in a production setting, preferably within the healthcare sector.

• Proven leadership or supervisory experience.

• An equivalent combination of education and experience may be considered.

• Experience in a high-volume call center environment.

• Familiarity with the insurance industry and associated regulations and mandates.

• Strong analytical abilities, including the capacity to identify problems and trends, devise solutions, and implement action plans.

• Capability to establish productivity, quality, service, and cross-service standards.

• Ability to lead employees operating across multiple locations or remotely.

• Skills in organizing, planning, and prioritizing tasks across various projects.

• Experience managing well-defined projects with minimal supervision.

• Familiarity with AI tools and technologies is highly desirable.

• Skill in setting team priorities and overseeing work deliverables and timelines.

• Proficiency in developing, training, coaching, and leading a team.

• Excellent verbal and written communication skills.

• Strong customer and member service capabilities.

• Ability to collaborate effectively with internal and external stakeholders.

• A wired internet connection is required for the work-from-home option; satellite or cellular connections are not accepted.

• Minimum internet upload speed of 5Mb and download speed of 10Mb is required for the work-from-home option.

• Access to a personal mobile device is required for MFA setup.

• A successful background check is a prerequisite.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• 10 company-paid holidays.

• Medical, dental, and vision coverage for employees and eligible family members, including mental health benefits.

• Annual employer contributions to a health savings account.

• Market-leading 401(k) with substantial company matching.

• Potential discretionary retirement contributions based on company performance, with no vesting period.

• Bonus opportunities.

• Up to 12 weeks of paid parental leave after 12 months of continuous service.

• Award-winning wellness initiatives that incentivize participation.

• Employee Assistance Fund.

• Commute and parking benefits.

• Work-from-home options available for most positions.

• Employee resource groups.

• Community outreach programs supported by Cambia.

• Access to a personal mobile device for MFA setup.