Supervisor, Customer Care

American Benefit Plan Administrators, Inc.; San Francisco (CA); Vor Ort; USD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Health, vision, dental coverage

401(k) with company match

Paid time off (PTO)

Growth opportunities

Zusammenfassung

Zenith American Solutions is seeking a Supervisor, Customer Care in San Francisco to lead a dedicated team and ensure high-quality client service. You will oversee daily operations, monitor performance metrics, and drive process improvements while maintaining compliance with regulations.

The role requires strong leadership, demand-driven decision making, and ability to manage remote staff. Prior experience in a third-party administrator or health and welfare industry is preferred; bilingual

Qualifikationen

• High school diploma or GED required.
• Experience in customer service with leadership exposure.
• Understanding of call metrics, staffing models, and workforce management.
• Bi-lingual preferred; ability to manage remote staff.

Aufgaben

• Provide daily leadership and supervision to Customer Care staff.
• Assign and monitor quality and quantity of work; ensure targets met.
• Develop staff through performance management, training, and relations.
• Optimize workflows, tools, and staffing for cost-effective operations.
• Review timecards and payroll information for accuracy.
• Remediate escalated claims issues and client needs; participate in client meetings.
• Support new client implementations and benefit fairs as needed.
• Perform other duties as assigned.

Kenntnisse

Call metrics

Staffing models

Workforce management

Remote leadership

Communication

Ausbildung

High school diploma or GED

Tools

Microsoft Office

Jobbeschreibung

Position SummaryThe Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team in accordance with Company guidelines, regulatory requirements, and client needs.\"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.\"Key Duties and ResponsibilitiesProvides daily leadership and supervision to staff consistent with management values and mission.Assigns, distributes, and monitors quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements.Develops staff through performance management, goal setting, training, and effective employee relations.Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.Employs management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.Reviews and approves timecards, time off requests, and validates the accuracy of labor allocations and payroll processing information.Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.Remediates escalated claims issues, reviews plan changes, and attends to other client needs.Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.Performs other duties as assigned.Minimum QualificationsHigh school diploma or GED.Three years of experience working in customer service with one year in a lead or supervisory role.Understanding of call metrics and analysis, staffing models, and workforce management.Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.Ability to effectively manage staff remotely.Ability and willingness to travel as necessary.Computer proficiency including Microsoft Office applications and tools.Preferred QualificationsExperience in a third-party administrator or health and welfare industry.Bi-lingual.*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.Working Conditions/Physical EffortProlonged periods of sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.Disability AccommodationConsistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at [e-mail] , and we would be happy to assist you.Please note that in compliance with certain state law, we are displaying salary. This rate is intended for hires into this location.Compensation: $75,000/annuallyZenith American SolutionsReal People. Real Solutions. National Reach. Local Expertise.We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!