Supervisor of Member Experience (Supervisor of Customer Service)

Network Health; Menasha, Midway Place (WI, LA); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is looking for a Member Experience Supervisor to lead their call center operations. This vital role involves coaching and mentoring staff, implementing KPIs, and ensuring service excellence. The ideal candidate will have a strong background in customer service, particularly in the health insurance sector, and possess leadership experience. With a hybrid work model, this position allows for flexibility while maintaining a collaborative team environment. Join a forward-thinking organization dedicated to enhancing the health and wellness of its members.

Qualifications

• Minimum 1 year in health insurance; 2+ years preferred.
• Experience in call center or customer service preferred.

Responsibilities

• Establish and monitor KPIs for call center operations.
• Supervise staff performance and ensure compliance.
• Provide leadership and training for continuous improvement.

Skills

Customer Service

Leadership

Call Center Management

KPI Monitoring

Coaching and Mentoring

Education

Associate Degree

4 Years Customer Service Experience

Job description

Network Health Member Experience Supervisor Job Description

Network Health's success is rooted in our mission to enhance the life, health, and wellness of the people we serve. This mission drives every decision we make, including the people we choose to join our growing team.

We are seeking a Member Experience Supervisor who will support the day-to-day operations of our Member Experience call center. As a key member of the leadership team, this role champions our commitment to "Service Excellence" by hiring, evaluating, and supervising call center staff.

Key responsibilities include:

• Establishing, implementing, and monitoring KPIs for inbound and outbound calls.
• Coaching and mentoring new hires to ensure success.
• Monitoring staff performance for compliance with scripts and standards.

This role is vital to fostering a culture of excellence and ensuring our members receive the highest level of service.

Essential Job Duties:

• Develop and review department policies, processes, and procedures to ensure compliance, efficiency, and industry best practices. Identify gaps and facilitate improvements.
• Supervise staff and department operations daily.
• Maintain a collaborative team environment to ensure efficiency and productivity.
• Provide leadership and evaluation to ensure productivity and continuous improvement. This includes training, performance reviews, and goal setting.
• Manage HR duties such as hiring, training, and performance management. Work with management and HR on performance trends and actions.
• Organize workflows to meet service standards and demand.
• Coordinate staffing schedules to ensure optimal coverage.
• Provide timely reports to meet regulatory and business needs.
• Stay informed of current regulations and standards; identify gaps and propose updates.
• Participate in organizational projects and develop strategies for new initiatives.
• Monitor attendance and tardiness; take corrective actions as needed.
• Handle escalated calls and coach staff on managing such calls.
• Perform other duties as assigned.

Minimum Education Required:

• Associate degree or four years of experience in customer service or call center related field.

Minimum Related Years of Experience:

• 1+ years in the health insurance industry; 2+ years preferred.
• Experience in a call center or customer service preferred.
• Leadership experience preferred.

Candidates must reside in Wisconsin. This position offers a hybrid work model, working from home (with reliable internet) and at our offices in Brookfield or Menasha.

We are an Equal Opportunity Employer committed to a diverse workforce.

Equal Opportunity Employer. For more information, review the Know Your Rights notice from the Department of Labor.