Customer Care Foundation Supervisor

Lead and supervise a team responsible for customer support, eligibility review, enrollment processing, and case management activities, ensuring high-quality service delivery and operational excellence. Manage staffing, workload distribution, performance evaluations, coaching, training, and employee development while fostering a culture of accountability, collaboration, and continuous improvement. Monitor operational performance and key metrics, including productivity, quality, turnaround times, accuracy, and customer satisfaction, implementing corrective actions and process improvements as needed. Serve as the primary escalation point for complex customer, provider, partner, and internal issues, ensuring timely resolution while maintaining compliance with policies, procedures, and quality standards. Develop and maintain training materials, performance reporting, quality monitoring programs, and operational documentation while building strong relationships with clients and key stakeholders.