Supervisor, Customer Service

Accountabilities: Supervise, mentor, and develop contact center representatives, supporting their performance, engagement, and professional growth. Conduct regular performance evaluations, provide constructive feedback, address performance concerns, and maintain a high-performing team. Oversee training and development initiatives to ensure representatives have the knowledge and skills needed to perform effectively. Monitor daily contact center operations, ensuring compliance with service-level expectations, quality standards, and operational procedures. Implement and maintain processes that improve the efficiency and effectiveness of prior authorization request handling. Review call metrics and operational performance indicators to identify trends, gaps, and opportunities for improvement, implementing corrective actions when needed. Ensure representatives deliver responsive, professional, and high-quality service to healthcare providers, members, and clients. Manage escalated inquiries and complex cases, ensuring timely resolutions and maintaining customer satisfaction. Collaborate with other departments to identify and implement improvements to prior authorization workflows, accuracy, and turnaround times. Develop and reinforce procedures that support consistent service delivery and continuous operational improvement. Prepare and present regular reports on team performance, service metrics, and operational challenges to senior management. Use performance data and customer feedback to guide initiatives that strengthen contact center results. Requirements: Associate degree or higher in Business Administration, Healthcare Management, or a related field preferred. At least 3–5 years of experience working in a contact center environment, including a minimum of 2 years in a supervisory position. Experience in healthcare, health insurance, or prior authorization services is highly desirable. Strong leadership and team-management abilities, with experience coaching, motivating, and developing employees. Excellent communication and interpersonal skills, with the ability to manage customer concerns and support effective collaboration. Proficiency with contact center software and customer relationship management (CRM) systems. Strong analytical, problem-solving, and decision-making skills, including the ability to interpret performance metrics and identify operational improvements. Ability to remain composed, positive, and effective in high-pressure situations. Flexibility to work adjusted hours when required by operational needs. Commitment to protecting confidential information and complying with applicable healthcare privacy and regulatory requirements. Ability to meet the technical requirements for working from home, including high-speed internet exceeding 10 Mbps and a direct wired connection to the home internet router for contact center work. Willingness to complete required identity verification, background screening, in-person I-9 verification, and any applicable drug screening. Some final interviews may require onsite attendance. Benefits: Expected base salary range of $55,000–$60,000 USD, depending on skills, experience, and other relevant factors. Comprehensive benefits package, including health insurance benefits, for eligible employees. Full-time, work-from-home arrangement. Flexible work-life approach and autonomy in managing work responsibilities, while remaining available for operational scheduling needs.