Customer Service Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and motivate a virtual team of Patient Care Advocates who assist Commercial Market members and clients.

• Collaborate with the Senior Manager to execute operational strategies and oversee daily functions.

• Work together with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations departments.

• Lead a virtual team of over 20 Advocates to achieve or surpass service and quality targets.

• Mentor and develop Advocates through regular one-on-one meetings, skill enhancement, and follow-up plans.

• Set clear expectations in both team and individual meetings to ensure accountability.

• Monitor calls and analyze data to detect service issues and formulate action plans.

• Utilize Verint and CC Pulse metrics alongside real-time tools to identify trends and communicate insights with Workforce Management and leadership.

• Eliminate obstacles by ensuring Advocates are equipped with the necessary tools, training, and support.

• Foster an inclusive team culture to enhance retention and engagement.

• Promote ongoing improvement and collaborate across teams to elevate the customer experience.

• Address escalations, staffing shortages, and system-related challenges.

⛳️ Requirements

• High School Diploma or GED.

• Over 1 year of leadership experience in roles such as RTL, SME, mentor, trainer, or supervisor.

• Excellent written and verbal communication skills, particularly in managing difficult conversations with professionalism and empathy.

• Ability to analyze operational reports, identify root causes, and convert findings into actionable plans.

• Collaborative approach with the capability to influence and promote change across cross-functional teams.

• Innovative, strategic thinker dedicated to continuous improvement.

• Familiarity with HIPAA, Express Scripts quality standards, and company compliance protocols.

• Proficient in Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.

• Willingness to work beyond normal hours during peak times or urgent situations.

• Bachelor’s degree is preferred.

• Strong coaching experience is preferred.

• Experience in leading and engaging a virtual or geographically dispersed team is preferred.

• Experience in managing attendance, schedule adherence, occupancy, staffing, and service levels is preferred.

• Experience in addressing performance issues, documenting coaching efforts, implementing corrective actions, and collaborating with Employee Relations or Human Resources is preferred.

• Experience in guiding teams through process, technology, client, or organizational transitions is preferred.

• Experience in managing client expectations, service commitments, or performance guarantees is preferred.

• Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion is preferred.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits starting from day one.

• Access to well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off each year.

• Paid holidays.

• Leaves of absence.

• Remote work arrangement available.

• Requirement for cable broadband or fiber optic internet with at least 10Mbps download/5Mbps upload for home-based work.