Supervisor, Customer Service

Santa Clara Family Health Plan; San Jose (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Santa Clara Family Health Plan seeks a Customer Service Supervisor to oversee Call Center Representatives and Transportation Coordinators, ensuring service excellence and regulatory compliance. The role drives performance against KPIs, trains staff, and provides leadership in a fast-paced environment.

Responsibilities include scheduling coverage, coaching CSRs, maintaining training materials, and reporting progress to management. Strong communication and confidentiality are essential.

Qualifications

• Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience.
• Minimum four years of experience in a call center, with at least one year in a supervisory or lead capacity.
• Proficient in adapting to changing situations and switching between telephone and non-telephone tasks.
• Prior experience with managed care plans, Medi-Cal and Medicare, and underserved populations.
• Ability to identify complex issues and guide CSRs to resolution.

Responsibilities

• Supervise day-to-day activities of the Call Center team, including escalated calls.
• Review activity logs and adjust staff coverage to ensure timely calls and tasks.
• Assist with training of new hires and ongoing staff development.
• Provide input on training documents and desktop resources supporting Call Center operations.
• Serve as a backup to answer inbound phone lines during staff absences or high volume.
• Meet with CSRs to review performance related to service-level objectives and KPIs.
• Provide feedback, coaching and motivation to CSRs.
• Report progress of the Call Center team to management.

Skills

Communication skills

Confidentiality

Bilingual Spanish / other languages

Microsoft Office

Education

Associate’s Degree in Healthcare, Business, or related field

Tools

Outlook

Word

Excel

Job description

FLSA Status:Exempt
Department: Customer Service
Reports To: Manager, Customer Service

GENERAL DESCRIPTION OF POSITION

The Customer Service Supervisor supervises the day-to-day activities of the Customer Service Representatives (CSRs) and Transportation Coordinators. This position participates in projects and tasks to support Customer Service operations in a manner that provides service excellence, maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center key performance indicators.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

1. Supervise the day-to-day activities of the Call Center team including handling escalated calls from members and/or providers who wish to speak with a supervisor and availability to answer CSR questions and concerns throughout the day.
2. Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks.
3. Assist with the training of new hires and continued development of existing staff; work with management on updating and scheduling appropriate training sessions.
4. Provide input and assistance on the development and maintenance of training documents and desktop resources that support Call Center operations.
5. Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume.
6. Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators.
7. Provide feedback, coach and motivate CSRs.
8. Regularly meet with management to report the progress of the Call Center team.
9. Perform other related duties as required or assigned

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

Carries out supervisory/management responsibilities in accordance with the organization’s policies, procedures, applicable regulations and laws. Responsibilities include:

1. Recruiting, interviewing, and hiring.
2. Developing a high performing department, culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives.
3. Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining. This includes coaching to help increase skills, knowledge and (if applicable) improve performance.
4. Setting goals and planning, assigning, and directing work consistent with said goals. This includes responding to employees’ needs, ensuring they have the necessary resources to do their work.
5. Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.

REQUIREMENTS – Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience. (R)
2. Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity. (R)
3. Proficient in adapting to changing situations and efficiently alternating focus between telephone and non-telephone tasks to support Customer Service Department operations as dictated by business needs. (R)
4. Prior experience with managed care plans, Medi-Cal and Medicare programs, and working with underserved populations. (D)
5. Ability to conduct all necessary research to accurately identify complex issues, and provide guidance to other Customer Service Representatives for resolution. (R)
6. Spanish, Vietnamese, Chinese, or Tagalog language bi-lingual skills. (D)
7. Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word and Excel. (R)
8. Ability to use keyboard with moderate speed and high level of accuracy. (R)
9. Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP Plan members and providers over the telephone, in person or in writing. (R)
10. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
11. Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
12. Ability to maintain confidentiality. (R)
13. Ability to comply with all SCFHP policies and procedures. (R)
14. Ability to perform the job safely with respect to others, to property and to individual safety (R)

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to regular contact with co-workers, managers, external partners, and vendors, in person, by telephone, and via work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 5 pounds; (R)
3. Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)
5. Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
6. Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to moderate noise levels.