Customer Service Supervisor

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

📋 Description

• Oversee and assist in the daily functions of a virtual team comprising 20+ Patient Care Advocates.

• Inspire, coach, and nurture team members to achieve both team and individual goals.

• Conduct regular meetings with Advocates to acknowledge positive behaviors, provide coaching for improvement, and formulate action and follow-up plans.

• Clearly communicate expectations through individual and team meetings while fostering accountability.

• Engage in proactive call monitoring and data analysis to identify service issues and trends.

• Leverage metrics to pinpoint needs for performance enhancement, customer trends, and opportunities for continuous improvement.

• Utilize real-time workforce and performance tools to convey business performance insights to Workforce Management and Leadership.

• Promote employee retention and professional growth.

• Recognize trends and service opportunities, developing action plans for mitigation.

• Foster an inclusive environment that values diverse perspectives and enhances the Advocate experience.

• Ensure that service delivery and quality standards are consistently met or surpassed.

• Effectively manage commitments to clients and customers.

• Collaborate with Employee Relations, Workforce Management, Training, Coaching, Quality, Operations, and other functional areas.

• Partner with the Senior Manager to implement operational strategies and oversee daily operations.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• A minimum of 1 year of formal or informal leadership experience, such as team lead, SME, mentor, trainer, or supervisor.

• Strong background in coaching.

• Experience in a customer service environment.

• Innovative, strategic, and creative thinking abilities with an emphasis on continuous process enhancement.

• Proven capability to handle challenging conversations professionally.

• Highly collaborative, with the ability to drive change and influence within a cross-functional matrix team setting.

• Excellent oral and written communication skills.

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

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

• Capacity to respond to escalations, staffing challenges, system issues, and other operational disruptions.

• Availability to work outside normal hours when necessary to support business operations, peak periods, or urgent escalations.

• Demonstrated capability to lead, engage, and maintain accountability across a virtual or geographically dispersed team.

• Experience managing performance issues, documenting coaching, implementing corrective actions, and collaborating with Employee Relations or Human Resources.

• Proven ability to guide teams through changes in processes, technology, clients, or organizational structure.

• Availability from Tuesday to Saturday, 3:00 PM to 12:00 AM EST.

• Access to home internet service through a cable broadband or fiber optic provider with a minimum of 10 Mbps download and 5 Mbps upload speed.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits available from the first day of employment.

• Access to well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• At least 18 days of paid time off annually.

• Paid holidays.

• Options for leaves of absence.

• Remote work/home-based arrangement.

• Requirement for cable broadband or fiber optic internet for home-based work.