Customer Service Supervisor

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

📋 Description

• Oversee and provide assistance for the daily operations of a virtual team comprising 20+ Patient Care Advocates.

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

• Regularly meet with Advocates to acknowledge positive behaviors, offer coaching, and develop action and follow-up plans.

• Clearly convey expectations and behaviors during individual and team meetings.

• Foster accountability within the team.

• Perform proactive call monitoring and data analysis to identify emerging service issues and trends.

• Utilize metrics to pinpoint performance improvement requirements, customer trends, and opportunities for continuous enhancement.

• Employ real-time workforce and performance tools to share insights on business performance with Workforce Management and Leadership.

• Promote employee retention and development.

• Identify trends and service opportunities while formulating mitigation action plans.

• Create an inclusive environment that appreciates diverse perspectives and enhances the Advocate experience.

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

• Effectively manage commitments to clients and customers.

• Collaborate with various functional areas to enhance the customer experience.

• Work alongside the Senior Manager to implement operational strategy and oversee daily operations.

• Partner with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of 1 year of formal or informal leadership experience, including roles 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 a focus on continuous process improvement.

• Proven capability to handle difficult conversations in a professional manner.

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

• Excellent oral and written communication skills.

• Proficiency with Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.

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

• Capability to address escalations, staffing challenges, system issues, and other operational disruptions.

• Willingness to work outside normal hours as needed to support business operations, peak times, or urgent escalations.

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

• Experience in addressing performance issues, documenting coaching sessions, administering corrective actions, and collaborating with Employee Relations or Human Resources.

• Demonstrated ability to guide teams through process, technology, client, or organizational changes.

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

• For remote work, a cable broadband or fiber optic internet connection with a minimum of 10Mbps download and 5Mbps upload speed is required.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance coverage.

• Dental insurance coverage.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• At least 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence options.

• Remote work arrangements available.

• Requirement of cable broadband or fiber optic internet with at least 10Mbps download and 5Mbps upload speed for home-based workers.