Supervisor Operations (Call-center) [Hybrid- DE, PA, NJ]

Independence Blue Cross; Philadelphia (Philadelphia County); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Independence Blue Cross seeks a Supervisor of Operations for the Customer Service unit. This role oversees daily operations, trains staff, and drives process improvements to ensure prompt, professional customer support.

Hybrid in-office and remote work in the Tri-State area are available, with collaboration across internal teams and external contacts. The role emphasizes coaching, performance management, and ensuring service standards while guiding resource planning and departmental policies.

Qualifications

• Bachelor's degree preferred with at least 1 year relevant experience.
• Experience in insurance operations and customer service is required.
• Strong leadership, coaching, and performance management skills.
• Excellent written and oral communication.
• Willingness to travel up to 10%.

Responsibilities

• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.
• Evaluates effectiveness and reallocates resources as necessary.
• Creates and implements programs to enhance service to customers.
• Communicates and interprets corporate policies.
• Maintains department standards for customer support.
• Provides feedback, coaching, and counseling on performance.
• Provides technical expertise related to unit function.
• Schedules and trains personnel for workflow.
• Coordinates departmental functions with internal/external contacts.
• Prepares data for reports on unit information.
• Ensures inquiries are handled professionally and promptly.
• Acts as escalation point for unresolved issues.
• Interviews and hires/promotes subordinates.
• Encourages professional growth through Performance Management.
• Sets goals and career paths for staff.
• Ensures systems and supports are operational.
• Performs other duties as assigned.

Skills

Leadership

Communication

Time management

Staff coaching

Problem solving

Education

Undergraduate degree

Tools

Call center software

Job description

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Job Summary

TheSupervisor of Operationsis responsible for administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally and accurately. Providers work leadership, assistance, and training to those supervised. Assists in the achievement of departmental goals.

Responsibilities

• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.
• Evaluates effectiveness and efficiency of operational areas and takes action t reallocate resources as necessary.
• Creates and implements programs to enhance the level of service provided to customers.
• Communicates, implements, and interprets corporate and departmental policies and procedures.
• Maintains department standards to ensure optimal customer support.
• Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Provides technical expertise related to job unit function.
• Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes.
• Coordinates departmental functions with all internal and external contacts.
• Compiles and prepares required data for report information pertaining to unit.
• Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt and courteous manner.
• Serves as the next level contact for problems/issues that staff cannot resolve.
• Selects, develops, appraises, and recommends compensation for subordinates. Interviews and makes recommendations for hires and promotions.
• Encourages the professional progression of staff through Performance Management, coaching and counseling.
• Establishes appropriate goals and performance standards and makes recommendations for career path of staff.
• Ensures that department systems and supports are operational.
• Performs all other appropriate responsibilities and duties as assigned.

Qualifications

Education

• Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.

Experience

• years related insurance operations experience. The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.

Demonstrated time management skills

Knowledge, Skills, Abilities

• Must have the ability to manage organize, plan and provide leadership to staff. Ability to develop and motivate staff to facilitate professional growth.
• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Exposure to an operations services environment is highly recommended.
• Analytical ability to identify and resolve staff and customer problems.
• Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills.
• 10% travel required to vendor sites
• Call center is open from 8:00am-9:00pm, must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).

Independence has implemented a \"Hybrid\" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the \"Hybrid\" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.