Supervisor, CARE Team

Building Service 32BJ Benefit Funds

New York (NY)

On-site

USD 85,000 - 110,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Building Services 32BJ Benefit Funds is seeking a Supervisor, CARE Team to oversee daily CARE Team operations, ensuring empathetic, accurate member support across all plans. The role requires balancing operational leadership with hands‑on guidance to drive performance, compliance, and continuous improvement.

Strong customer service and data skills are essential for success. The position reports to the Manager, CARE Team and may involve travel for seminars and coordination with other departments

Qualifications

Bachelor's degree in Business Administration, Finance, or a related field preferred.
Experience in call center operations, participant counseling, survivor benefits, bereavement support or related service environment.
Advanced mathematical and quantitative skills.
Proficiency with MS Office and data tools; strong attention to detail.

Responsibilities

Provide team supervision; assign and monitor staff workload and due dates.
Coordinate scheduling to ensure resource availability and continuous service.
Maintain a presence in the Welcome Center; support staff during consultations.
Monitor workloads to ensure timely and accurate participant interactions and processing.
Model CARE values to promote a member‑first service environment.
Oversee QA standards across applications, calls, and customer service.
Track SLAs, service levels, and performance metrics; drive improvements.
Coach staff to strengthen communication and problem solving.
Liaise with departments, legal, and vendors to resolve issues and improve workflows.
Review forms, letters, and communications per guidelines; prepare for Trustee meetings.

Skills

supervisory experience

benefits administration

customer service leadership

data‑driven management

multi‑department coordination

Education

Bachelor's degree in Business Administration, Finance, or related field

Tools

MS Office

Dynamics

V3locity

Tungsten TotalAgility (TTA)

Case Management systems

Job description

About Us

Building Services 32BJ Benefit Funds（“the Funds”）is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.
Building Services 32BJ Benefit Funds（“the Funds”）oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.
32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.
Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Code N1325RS
Department Name Retirement Services
Reports To Manager, CARE Team
FLSA Status Exempt
Union Code N/A
Management Yes

Job Summary

Under the supervision of the Manager, CARE Team, the Supervisor, CARE Team coordinates and oversees the daily operations of the CARE Team staff, ensuring empathetic, accurate, and timely support for members and their families across all benefit plans and services. This role requires a balance of operational leadership and hands-on guidance to drive performance, ensure compliance, and promote continuous improvement. The Supervisor, CARE Team embodies the CARE Team’s core values of CARE: Collaboration, Action, Reliability, and Empathy.

Essential Duties and Responsibilities

Provide team supervision, assign and monitor staff workload, track deliverables and due dates.
Coordinate staffing coverage and scheduling to ensure appropriate resource allocation and uninterrupted service delivery.
Maintain a presence in the Welcome Center, observing in-person appointments, supporting staff during participant consultations, and stepping in as needed to ensure exceptional service delivery.
Monitor staff workloads to ensure timely and accurate completion of participant interactions and benefit processing.
Promote a member-first service environment by modeling CARE values in all aspects of leadership.
Supports CARE Team management in overseeing performance issues, including participation in disciplinary discussions and actions, in accordance with company policy.
Ensure that QA standards are met across all participant interactions, including application processing, call handling, and overall customer service.
Ensure adherence to Service Level Agreements (SLAs) and organizational timelines.
Monitor, analyze, and report on team performance metrics, service levels, quality outcomes, and operational needs; recommend and implement improvements as needed.
Coaches and supports staff to strengthen communication, problem solving, and customer service skills.
Monitor the member appointment calendar daily.
Demonstrate the ability to prioritize tasks and reallocate resources to meet operational needs.
Liaise with other departments, legal representatives, and external vendors to resolve processing issues, improve workflows, and enhance the participant counseling experience
Oversee document verification functions, ensuring staff accurately review, validate, index, and process member documentation using established business processes and technology platforms.
Draft and/or review complex member communications.
Review and update of all forms and letters mailed to members and pensioners in accordance with the Funds style guidelines and Fund Counsel/Compliance approval.
Assist CARE Team Management in any necessary preparation for Trustee meetings.
Address escalated issues/calls as necessary with Senior Management.
Identify and arrange for any training that may prove valuable to team.
Participate in benefit planning seminars by presenting information to large groups; may require travel to various seminar locations.
Oversee special or recurring projects as assigned.

Qualifications (Competencies)

5+ years of supervisory experience in benefits administration, retirement plan administration, health plan operations, or a related service environment.
Prior experience in call center operations, participant counseling, survivor benefits, bereavement support, or a related service-focused environment preferred.
Empathetic Service Leadership: Leads with compassion, models high-quality customer care, and demonstrates patience when supporting members.
Data-Driven Management: Uses dashboards, trends, and insights to drive operational improvements and clearly communicate results.
Critical Thinking & Case Evaluation: Analyzes complex member situations, identifies root causes, applies benefits rules logically and consistently.
Judgment & Risk Awareness: Recognize when to elevate issues and balances member advocacy with policy and compliance considerations.
Operational Supervision: Skilled with KPIs, SLAs, queue management, and quality standards while balancing efficiency with service excellence.
Coaching & Development: Builds team capability through feedback, modeling best practices, and training opportunities.
Strong organizational skills and high attention to detail.
Advanced mathematical and quantitative skills.
Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, Tungsten TotalAgility (TTA), or Case Management systems.
Must possess a strong sense of ownership as well as the ability to take initiative to work independently.
Demonstrate creativity and innovation while solving problems efficiently.
Maintains excellent attendance and punctuality.

Soft Skills (Interpersonal Skills)

Demonstrate strong interpersonal judgment and emotional intelligence
Ability to effectively navigate sensitive member interactions, support staff through complex cases, and build trusted relationships across teams, vendors, and external stakeholders.
Strong oral and written interpersonal skills.
Demonstrated commitment to exceptional customer service and member-centric support.
Excellent communication skills.
Ability to work independently coupled with the ability to work as a member of a team.
Outstanding work ethic and employment record.
Ability to motivate and inspire others, especially during periods of change or high case volume.
Ability to handle sensitive conversations with tact and compassion.

Education

Bachelor's degree in Business Administration, Finance, or a related field preferred.

Language Skills

Bilingual English/Spanish preferred.

Reasoning Ability

High

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
Over 2/3 of the time: Talking or Hearing
100% of the time: Using Hands

Work Environment