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.