Supervisor, Customer Care

Zenith American Solutions, Inc.; San Francisco (CA); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health, vision, and dental coverage

401(k) with company match

Paid time off (PTO)

Growth opportunities

Job summary

Zenith American Solutions is seeking a Supervisor, Customer Care to lead a dedicated customer care team, ensuring quality, efficiency, and compliance with regulatory requirements. The role requires oversight of daily operations, performance management, and proactive problem-solving to meet client needs and company standards.

The position emphasizes remote staff management, travel as needed, and collaboration with clients during new business initiatives, backed by the company’s long-standing

Qualifications

• High school diploma or GED is required.
• Three years of experience 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 confidence and integrity to earn client and internal team confidence quickly.
• Strong decision-making and organizational skills, with the ability to optimize 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.

Responsibilities

• Provides 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.

Skills

Leadership

Supervisory experience

Call metrics knowledge

Workforce management

Decision making

Organizational skills

Remote staff management

Travel willingness

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Position Summary

The 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 Responsibilities

• Provides 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 Qualifications

• High 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 Qualifications

• Experience in a third-party administrator or health and welfare industry.
• Bi-lingual.

Working Conditions/Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent 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

Compensation: $75,000/annually

Zenith American Solutions Real 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!

At Zenith American Solutions, we take immense pride in fostering a positive, respectful, and supportive work environment that provides challenging opportunities while supporting a healthy work/ life balance. Our organizational culture is founded on principles of integrity, honesty and respect for all stakeholders, including our employees, clients, and business partners. With a low employee turnover rate and a high rate of internal promotions and transfers, the Zenith team is proud to be a part of an 80-year legacy of excellence. Our employees embody a spirit of integrity, take immense pride in their work, and are enthusiastic about referring others to join our team.