What are important things that YOU need to know about this role?
• Take ownership in a hands-on leadership role where you’ll directly influence team success and customer outcomes.
• Bring your leadership style to life with the autonomy to run your team, drive improvements, and partner on key projects.
• Work from almost anywhere in the US with a 100% remote setup that prioritizes flexibility and balance.
•
Standard Monday through Friday schedule (10:30 AM – 7:00 PM CST)
, with opportunities to support the team during open enrollment periods.
What will YOU be doing for us?
Supervise a team of 15-20 customer care representatives in the Call Center, providing leadership, guidance and regular feedback to ensure customers receive the highest level of service while achieving and maintaining department guidelines and service level requirements.
What will YOU be working on every day?
• Coach, mentor, and develop a high-performing customer service team.
• Conduct regular feedback conversations, performance coaching, and employee development planning.
• Monitor daily call center operations to ensure service level and quality goals are achieved.
• Manage employee performance, attendance, scheduling, and engagement.
• Handle escalated customer and client concerns with professionalism and urgency.
• Analyze team performance metrics and identify coaching and operational improvement opportunities.
• Lead and support call center projects, including implementations, process improvements, training initiatives, and operational enhancements.
• Partner with cross-functional teams to improve workflows and customer experience.
• Foster a positive, accountable, and collaborative team culture focused on continuous improvement and growth.
What qualifications do YOU need to have to be GOOD candidate?
• High school diploma or equivalent.
• 3-4 years of leadership experience in a call center setting.
• Proven experience as a call center supervisor or in a similar supervisory position.
• Excellent verbal and written communication skills.
• Excellent time management skills with the ability to multi-task.
• Ability to organize work appropriately to meet deadlines.
• Ability to utilize resources to solve problems independently.
• Demonstrated ability to make appropriate decisions when faced with conflicting deadlines or needs.
• Technological proficiency, including MS Office, telecommunication and workforce tools.
• Excellent customer service skills including active listening and the ability to diffuse difficult situations and ability to clearly communicate complex information.
• Professional demeanor, dependable and able to maintain confidential information.
• Strong data entry/typing and navigation skills.
• Ability to maintain objectivity in difficult situations.
• Proficiency in English; knowledge of additional languages is a plus.
• Ability to work under pressure and drive sustainable business growth.
What qualifications do YOU need to have to be a GREAT candidate?
• Associate or bachelor’s degree.
• Experience with training new staff members.
• Experience in a managed care organization.
• Prior supervisory experience.
• Experience with dental or medical administration.