Lead Medical Insurance Customer Service Supervisor

IBEX; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

IBEX Global is seeking a Team Supervisor to guide and develop a group of Customer Service Agents in an inbound call center. This full-time role involves coaching, performance appraisals, attendance monitoring, and ensuring adherence to client requirements.

You will lead daily supervision, track productivity, provide feedback, and resolve escalated issues while coordinating training and communications across the team.

Qualifications

• Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Must have proficiency with various software applications programs including Microsoft Word, and Excel.

Responsibilities

• Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team
• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate, current and consistent documentation on direct reports.
• Review productivity statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Successfully complete all client related training and continually update agents.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within a timely manner
• Promote the use of all center communication tools.
• Administer Recognition and Rewards programs in accordance with organization’s guidelines.
• May perform other additional duties and responsibilities as assigned

Skills

Coaching

Negotiation

Teamwork

Motivation

Staff development

Communication

Problem solving

Time management

Customer service

Tools

Microsoft Word

Excel

Job description

IBEX Global is seeking a Team Supervisor to guide and develop a group of Customer Service Agents in an inbound call center. This full-time role involves coaching, performance appraisals, attendance monitoring, and ensuring adherence to client requirements.

You will lead daily supervision, track productivity, provide feedback, and resolve escalated issues while coordinating training and communications across the team.