Customer Service Supervisor

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

📋 Description

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

• Mentor and develop Advocates through consistent one-on-one sessions, skill enhancement, and follow-up strategies.

• Foster accountability by setting clear expectations during team and individual meetings.

• Monitor calls and analyze data to pinpoint service challenges and formulate action plans.

• Utilize Verint and CC Pulse to detect trends and communicate insights with Workforce Management and leadership.

• Eliminate obstacles by ensuring Advocates possess the necessary tools, training, and support for delivering high-quality service.

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

• Propel continuous improvement and collaborate across teams to elevate customer experience.

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

• Collaborate with the Senior Manager, Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to oversee daily operations.

⛳️ Requirements

• High School Diploma or GED is required.

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

• Exceptional written and verbal communication skills, particularly in managing challenging conversations with professionalism and care.

• Capability to interpret operational reports, identify root causes, and translate findings into actionable plans.

• Collaborative approach with the ability to influence and spearhead change across cross-functional teams.

• Innovative, strategic thinker dedicated to continuous improvement.

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

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

• Willingness to adjust work hours beyond regular shifts during peak periods or urgent situations.

• Home internet connection via cable broadband or fiber optic service with minimum speeds of 10Mbps download and 5Mbps upload while working remotely.

• Preferred: Bachelor’s degree.

• Preferred: Strong background in coaching.

• Preferred: Experience in leading and engaging a virtual or geographically distributed team.

• Preferred: Experience in managing attendance, schedule adherence, occupancy, staffing, and service levels.

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

• Preferred: Experience in guiding teams through changes in processes, technology, clients, or organizational structures.

• Preferred: Experience in managing client expectations, service commitments, or performance guarantees.

• Preferred: Proficiency with Verint, Amazon Connect, and AI-enabled tools like AI Companion.

🏝️ Benefits

• Eligibility for an annual bonus plan.

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

• Well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement.

• A minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence.