Remote Customer Care Team Lead

Judi Health; Denver (CO); On-site; USD 71,000 - 112,000; Full time

Job summary

Judi Health is seeking a senior remote Customer Service Supervisor to oversee a US-based call center team. You will manage performance, coach agents, and collaborate with cross-functional groups to enhance the customer experience and ensure policy adherence.

The role requires 4+ years in customer service with supervisory experience, remote-capable leadership, and experience in healthcare or PBM. Evenings, weekends, and holidays may be required.

Qualifications

• 4+ years of customer service experience with 2+ years of supervisory experience in a call center environment.
• Experience in retail pharmacy/PBM or related Health Care experience.
• Experience working in a remote call center preferred, with an ability to manage a remote team and keep employees engaged.
• A strong passion for creating a successful team through active listening, building strong relationships, and maintaining transparency.

Responsibilities

• Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution.
• Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues.
• Train, mentor, and supervise a team of customer service professionals, providing continuous guidance and support to ensure their professional growth and optimize their performance.
• Monitor individual and team performance metrics and provide regular feedback to drive continuous improvement.
• Collaborate with other departments to improve processes and enhance the overall customer experience.
• Demonstrate strong verbal and written communication skills when providing professional responses to complex and sensitive topics and situations internally and externally.
• Support and deliver high-quality customer service
• Ensure compliance with call center policies and procedures and timely communication of company/department changes to team members.
• Provide real-time subject matter expertise support to team members to resolve issues.
• Lead and mentor a team of remote agents to ensure timely resolution of member inquiries within quality guidelines
• Effectively communicate issues and resolutions to members, pharmacy staff, and providers, and work internally and cross-functionally as appropriate with internal stakeholders
• Responsible for conducting team meetings, individual coaching sessions, and managing all associated documentation
• Follow all internal call center standard operating procedures as well as all company compliance guidelines and policies
• Ensure that you serve as a culture ambassador for the call center and help promote company policy

Skills

Customer service leadership

Remote team supervision

Conflict resolution

Performance metrics

Communication

Bilingual Spanish

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Job description

Judi Health is seeking a senior remote Customer Service Supervisor to oversee a US-based call center team. You will manage performance, coach agents, and collaborate with cross-functional groups to enhance the customer experience and ensure policy adherence.

The role requires 4+ years in customer service with supervisory experience, remote-capable leadership, and experience in healthcare or PBM. Evenings, weekends, and holidays may be required.