Hybrid Operations Supervisor - Customer Service Leader

Independence Blue Cross; Philadelphia (Philadelphia County); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Independence Blue Cross seeks a Supervisor of Operations for the Customer Service unit. This role oversees daily operations, trains staff, and drives process improvements to ensure prompt, professional customer support.

Hybrid in-office and remote work in the Tri-State area are available, with collaboration across internal teams and external contacts. The role emphasizes coaching, performance management, and ensuring service standards while guiding resource planning and departmental policies.

Qualifications

• Bachelor's degree preferred with at least 1 year relevant experience.
• Experience in insurance operations and customer service is required.
• Strong leadership, coaching, and performance management skills.
• Excellent written and oral communication.
• Willingness to travel up to 10%.

Responsibilities

• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.
• Evaluates effectiveness and reallocates resources as necessary.
• Creates and implements programs to enhance service to customers.
• Communicates and interprets corporate policies.
• Maintains department standards for customer support.
• Provides feedback, coaching, and counseling on performance.
• Provides technical expertise related to unit function.
• Schedules and trains personnel for workflow.
• Coordinates departmental functions with internal/external contacts.
• Prepares data for reports on unit information.
• Ensures inquiries are handled professionally and promptly.
• Acts as escalation point for unresolved issues.
• Interviews and hires/promotes subordinates.
• Encourages professional growth through Performance Management.
• Sets goals and career paths for staff.
• Ensures systems and supports are operational.
• Performs other duties as assigned.

Skills

Leadership

Communication

Time management

Staff coaching

Problem solving

Education

Undergraduate degree

Tools

Call center software

Job description

Independence Blue Cross seeks a Supervisor of Operations for the Customer Service unit. This role oversees daily operations, trains staff, and drives process improvements to ensure prompt, professional customer support.

Hybrid in-office and remote work in the Tri-State area are available, with collaboration across internal teams and external contacts. The role emphasizes coaching, performance management, and ensuring service standards while guiding resource planning and departmental policies.