Healthcare Call Center Supervisor & Performance Coach

Western Growers Assurance Trust; Irvine (CA); À distance; USD 65 000 - 90 000; Plein temps

Résumé du poste

Western Growers Assurance Trust is seeking a Customer Service Supervisor to oversee the healthcare call center’s daily operations, ensuring service delivery meets KPIs and customer satisfaction targets. You will coach CSRs, monitor performance, and coordinate recruitment, onboarding and training across the department.

Role emphasizes developing SOPs, driving process improvements, and ensuring HIPAA compliance while fostering a high-performing team focused on accuracy, speed and quality service

Qualifications

• BS/BA degree and three to five years of experience as a Supervisor in a Customer Service environment.
• Proven ability to coach, mentor and develop employees, including delivering constructive performance feedback.
• Strong knowledge of call center operations, including statistical analysis and reporting.
• Demonstrated team collaboration and support for collective decision-making.
• Effective multitasking, prioritization, organizational, and leadership skills.
• Experience monitoring customer interactions and analyzing information to make informed business decisions.
• Excellent customer service and problem-solving skills.
• In-depth knowledge of health insurance, health products, claims processing, medical terminology, and ancillary services.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office and call center systems, including phone, email, chat, workforce management, QA and other software tools.
• Bilingual in Spanish is a plus.

Responsabilités

• Oversee daily operations of the healthcare customer service call center.
• Coach and provide feedback to CSRs and Leads.
• Monitor call center performance and KPIs.
• Lead recruitment, onboarding and training within the department.
• Develop SOPs and drive process improvements.
• Ensure HIPAA compliance and data security in all activities.

Connaissances

Coaching & development

Leadership

Call center operations

Data analysis

Communication

Customer service

Bilingual Spanish

Formation

Bachelor's degree

3-5 years supervisory experience

Outils

Microsoft Office

Call center software

HRIS / payroll systems

Description du poste

Western Growers Assurance Trust is seeking a Customer Service Supervisor to oversee the healthcare call center’s daily operations, ensuring service delivery meets KPIs and customer satisfaction targets. You will coach CSRs, monitor performance, and coordinate recruitment, onboarding and training across the department.

Role emphasizes developing SOPs, driving process improvements, and ensuring HIPAA compliance while fostering a high-performing team focused on accuracy, speed and quality service