Supervisor, Operations (Customer Care)
$74,000–$85,000 year
HybridChicago, Illinois, United States
Job Summary
Supervise daily operations of assigned CustomerCare teams, monitor service, quality, and productivity performance, and resolve escalated member issues while implementing corrective actions. Coach, develop, and evaluate employee performance through ongoing feedback, departmental quality assurance programs, and documented coaching. Administer personnel processes, ensure compliance with HIPAA requirements and collective bargaining provisions, and lead operational improvement initiatives. Partner with department leadership to support staffing, interviewing, and onboarding activities. This role reports to leadership within the health insurance and retirement benefits sector, overseeing service delivery and workforce effectiveness for nearly one million Teamster participants.
Required Qualifications
- College degree or related professional experience
- Experience leading, coaching, or coordinating the work of employees in a customer service, operations, healthcare administration, or contact center environment
- Knowledge of contact center operations, workforce performance metrics, service standards, and operational issue-resolution practices
- Ability to interpret policies and procedures and apply sound judgment to operational decisions
- Ability to communicate operational expectations, performance feedback, and issue-resolution recommendations effectively with employees, leadership, and internal stakeholders
- Ability to analyze operational data and recommend process, staffing, or service improvements
Desired Qualifications
- Experience in benefits administration, healthcare, pension, or contact center operations
- Experience in a unionized environment
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