Health Care Call Center Supervisor - Lead & Elevate Service

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 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