Remote Customer Care Supervisor: Lead & Develop Teams

Zenith American Solutions; United States; Remote; USD 68,000 - 83,000; Full time

Job summary

Zenith American Solutions leads a Customer Care team, providing daily supervision to ensure quality and production targets are met. The role emphasizes process optimization and regulatory compliance while supporting client needs.

The Supervisor also oversees timecards/payroll, staff development, and collaboration with clients and internal teams to implement new clients and maintain service excellence.

Qualifications

• High school diploma or GED.
• Three years of customer service experience with one year in a lead/supervisory role.
• Understanding of call metrics, staffing models, and workforce management.
• Strong decision-making and organizational skills.
• Excellent analytical and problem-resolution abilities.
• Ability to manage staff remotely.
• Willingness to travel.
• Proficiency with Microsoft Office.

Responsibilities

• Provide daily leadership and supervision to staff.
• Assign, distribute, and monitor quality and quantity of work produced; ensure accountability for quality and production.
• Develop staff through performance management, goal setting, training, and effective employee relations.
• Optimize workflows/processes, tools, and staff allocation for efficient operations.
• Ensure ongoing compliance with regulatory and legal guidelines.
• Review and approve timecards, time off requests, and payroll data accuracy.
• Maintain current knowledge of assigned Plan(s).
• Address escalated claims issues and client needs; assist in new client implementations.
• Participate in client meetings and new business presentations as requested.
• Perform other duties as assigned.

Skills

Customer service

Supervisory experience

Call metrics & analysis

Staffing & workforce management

Decision making

Organizational skills

Analytical thinking

Remote staff management

Travel willingness

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office suite

Job description

Zenith American Solutions leads a Customer Care team, providing daily supervision to ensure quality and production targets are met. The role emphasizes process optimization and regulatory compliance while supporting client needs.

The Supervisor also oversees timecards/payroll, staff development, and collaboration with clients and internal teams to implement new clients and maintain service excellence.