Supervisor – Success & Investigative Services

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

📋 Description

• Supervise the Success & Investigative Services team.

• Foster positive and effective working relationships with customers, providers, and agencies.

• Provide outstanding customer service while minimizing complaints and grievances.

• Track complaints and formulate strategies to address the most frequent categories.

• Identify training needs through an analysis of call monitoring results.

• Assist in Call Quality calibration meetings and the appeals process.

• Manage call quality and complaint resolution processes, handling escalated calls as necessary.

• Support the team with overflow complaints, tasks, and problem resolution.

• Implement departmental guidelines and policies while addressing staff concerns.

• Act as a liaison with other departments.

• Collaborate with workstream leaders to enhance processes and improve the member experience.

• Measure and oversee team performance against established performance and contractual targets.

• Address performance deficiencies and mentor employees on their performance and career growth.

• Guide employees through human resources processes, including onboarding, performance management, employee relations, compensation, and rewards.

• Enhance employee satisfaction and retention through various programs and initiatives.

• Prepare and manage assigned budgets, analyze discrepancies, and implement corrective measures.

• Lead projects and undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s Degree required, or an equivalent combination of education and/or experience.

• Four (4) or more years of experience, including at least one (1) to three (3) years in related call center and/or clinical leadership roles.

• Up to one (1) year of leadership responsibility.

• Proven experience in coaching team members to enhance performance.

• Self-motivated with the ability to work both independently and collaboratively within teams.

• Capacity to engage team members and treat them with respect as individuals.

• Skills and experience in process improvement.

• Energetic work approach with a positive attitude.

• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.

• Exceptional verbal and written communication skills.

• Ability to manage multiple tasks effectively and simultaneously.

• Capability to perform primarily seated work involving extensive use of computers and telephones, with occasional standing, walking, reaching, bending, and lifting up to 10 lbs.

🏝️ Benefits

• This position is eligible for bonuses based on both individual and company performance.

• Medical, Dental, and Vision insurance options available.

• Employer-paid Basic Life Insurance and AD&D coverage.

• Voluntary Life Insurance for Employee, Spouse, and Child.

• Flexible Spending Accounts for Health Care and Dependent Care.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off benefits.

• Paid Parental Leave offered.

• Short-Term and Long-Term Disability coverage.

• Tuition Reimbursement programs available.

• Employee Discounts on various services, including retail, hotels, food, restaurants, car rentals, and more!