Call Center Supervisor

Lucent Health; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Lucent Health is seeking a Customer Service Supervisor to join our team. You will oversee day-to-day operations, coach a team of representatives and team leads, and ensure delivery of exceptional service over phone and email.

Reporting to the Director of Customer Service, you will monitor performance metrics, address escalated issues, and collaborate with other departments to enhance the member experience. This role requires proven leadership in a call center, strong communication skills, and a

Qualifications

• Proven experience as a Customer Service Lead or similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving aptitude and conflict resolution skills.
• Minimum 3 years’ experience in Call Center.
• Medical/Health Care experience preferred.

Responsibilities

• Supervise, train, and support a team of customer service representatives and team leaders
• Monitor daily workflow and ensure team members meet performance metrics
• Handle escalated customer inquiries and resolve complaints professionally and efficiently
• Implement and maintain customer service policies, procedures, and best practices
• Conduct regular performance evaluations and provide coaching and feedback to team members
• Prepare reports on customer service metrics and trends for management
• Collaborate with other departments to improve the overall customer experience
• Provide elevated member experience by completing timely follow-ups and providing top-tier customer service over the phone and via email

Skills

Leadership

Team management

Communication

Problem solving

Call center experience

Healthcare experience

Job description

Lucent Health combines top-tier claims management with a compassionate, human-focused, datadriven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers.

Company Culture

We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health

Summary

We are looking for a supervisor to join our Customer Service team. The supervisor will report directly to the Director of Customer Service and will be responsible for overseeing day-to-day operations, ensuring excellent customer service delivery, managing team performance, and resolving complex customer issues.

Responsibilities

• Supervise, train, and support a team of customer service representatives and team leaders
• Monitor daily workflow and ensure team members meet performance metrics
• Handle escalated customer inquiries and resolve complaints professionally and efficiently
• Implement and maintain customer service policies, procedures, and best practices
• Conduct regular performance evaluations and provide coaching and feedback to team members
• Prepare reports on customer service metrics and trends for management
• Collaborate with other departments to improve the overall customer experience
• Provide elevated member experience by completing timely follow-ups and providing top-tier customer service over the phone and via email

Qualifications

• Proven experience as a Customer Service Lead or similar role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving aptitude and conflict resolution skills
• Minimum 3 years’ experience in Call Center
• Medical/Health Care experience preferred

Equal Employment Opportunity Policy Statement

Lucent Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service and veteran status.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·