Customer Service Senior Supervisor - Remote

Position Summary

The Senior Supervisor is a leadership role within the US Employer Medical business which is primarily focused on coaching, developing, engaging, and motivating their team to make personal connections with customers. They support Customer Advocates by ensuring they have the right tools and training to identify root causes for service challenges, and by helping to remove barriers to excellent service. Customer focus, motivating others, setting priorities, and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.

• Inbound & Outbound (Designated, Vertical and Dedicated teams)
• Pre-Enrollment inbound & outbound customer support

The primary responsibilities of this role are to ensure service, service delivery, and quality standards are met or exceeded, ensure obligations to clients and customers are being managed effectively to drive continuous improvement within the department, and to partner with other functional areas where necessary to optimize customer experiences. The Senior Supervisor will be responsible for working with the Senior Manager to execute the operational strategies for the organization, and for leading day-to-day operations.  In addition, a key responsibility of this role is to review data trends to provide insight to the Medical Senior Leadership team to make decisions to drive change and continuous improvement.  This role will require the candidate to engage and motivate a team of people with diverse skills, responsibilities and geographic locations, and to drive collaboration with matrix partners (e.g. HR, Sustainability Team, Client Services, Workforce Management, Training, Coaching, Quality, Operations etc.) to understand and deliver on our commitments to our customers and clients.

Responsibilities

• Leads and supports the daily operations of a team of 10-20+ One Guide Medical Advocates virtually or in office. Motivates, coaches, and develops their team members for meeting team targets.
• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
• Partners with short and long term capacity planners to meet resource needs to deliver on operational and customer expectations.
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
• Team success as measured by customer and provider satisfaction, with specific operational metrics and quality assessments
• Employee retention and development
• Contributions from enterprise-wide projects and involvement
• Achievement of specific department annual goals
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement. 
• Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency. 
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.

Qualifications

• High School Diploma or GED required. Bachelor's Degree or advanced degree preferred.
• 3+ years’ Supervisor experience managing a team of front-line agents within a complex, large-scale/high volume customer facing and/or contact center operations required. 
• 2+ years of prior direct people management experience with demonstrated results in leading, coaching and developing a team required.
• Current or prior healthcare experience strongly preferred.
• Experience with Post Call Survey for Customer Satisfaction preferred and a proven history of improving an operations overall effectiveness and efficiency while improving the customer experience.
• Innovative, strategic, and creative thinking skills with a focus on continuous process improvement is required.
• Highly coll