Customer Care Team Leader — Drive Impact

Zenith American Solutions, Inc.; San Francisco (CA); Sur place; USD 68 000 - 83 000; Plein temps

Avantages offerts par ce poste

Health, vision, and dental coverage

401(k) with company match

Paid time off (PTO)

Growth opportunities

Résumé du poste

Zenith American Solutions is seeking a Supervisor, Customer Care to lead a dedicated customer care team, ensuring quality, efficiency, and compliance with regulatory requirements. The role requires oversight of daily operations, performance management, and proactive problem-solving to meet client needs and company standards.

The position emphasizes remote staff management, travel as needed, and collaboration with clients during new business initiatives, backed by the company’s long-standing

Qualifications

• High school diploma or GED is required.
• Three years of experience in customer service with one year in a lead or supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Exceptional team player with confidence and integrity to earn client and internal team confidence quickly.
• Strong decision-making and organizational skills, with the ability to optimize resources and deliver on multiple priorities.
• Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Responsabilités

• Provides daily leadership and supervision to staff consistent with management values and mission.
• Assigns, distributes, and monitors quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.
• Employs management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.
• Reviews and approves timecards, time off requests, and validates the accuracy of labor allocations and payroll processing information.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Remediates escalated claims issues, reviews plan changes, and attends to other client needs.
• Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.
• Performs other duties as assigned.

Connaissances

Leadership

Supervisory experience

Call metrics knowledge

Workforce management

Decision making

Organizational skills

Remote staff management

Travel willingness

Microsoft Office

Formation

High school diploma or GED

Outils

Microsoft Office

Description du poste

Zenith American Solutions is seeking a Supervisor, Customer Care to lead a dedicated customer care team, ensuring quality, efficiency, and compliance with regulatory requirements. The role requires oversight of daily operations, performance management, and proactive problem-solving to meet client needs and company standards.

The position emphasizes remote staff management, travel as needed, and collaboration with clients during new business initiatives, backed by the company’s long-standing