[Hiring] Supervisor, Customer Experience @Allied Benefit Systems

Role Description

The Supervisor, Customer Experience, oversees a team of Customer Experience Specialists (CES) to ensure exceptional service delivery, efficient operations, and continuous improvement. This position is responsible for:

• Coaching and mentoring staff
• Monitoring performance metrics
• Resolving escalated issues
• Implementing service strategies that align with company goals, performance guarantees, and key performance indicators
• Acting as a liaison between frontline associates and Contact Center leadership
• Fostering a positive work environment and driving customer satisfaction through effective leadership and process optimization

Qualifications

• Bachelor’s degree or equivalent work experience required
• At least 3 years’ experience in a Health Insurance and Customer Service call center environment required
• Demonstrated supervisor potential (i.e. previous team lead role, project leader, etc.) is required
• Proficient in Microsoft Word and Excel programs
• Ability to read, analyze and interpret general plan benefits and guidelines
• Ability to write reports, business correspondence, and procedures
• Ability to effectively respond to questions from management, co-workers, members, providers, and clients

Requirements

• Lead, coach, motivate, and develop employees through one-on-one meetings, performance appraisals, and growth opportunities
• Empower employees to take ownership of tasks and contribute to team goals
• Provide clear expectations, training, and resources to support success
• Conduct regular team meetings and one-on-ones to foster communication and collaboration
• Ensure cross-training and continued development across the team
• Monitor and track employee performance, including productivity, quality, attendance, and schedule adherence
• Ensure team performance meets or exceeds departmental goals and quality standards
• Identify trends and recommend improvements to enhance operational efficiency and reduce executive complaints
• Maintain employee schedules, assignments, and training plans
• Meet deadlines and turnaround times set by leadership
• Partner with contact center leadership and HR to interview, select, and onboard new employees
• Collaborate with leadership to proactively address performance or workflow issues
• Participate in department/corporate meetings to support program development and service enhancements
• Demonstrate commitment to improving the customer experience and resolving service challenges
• Promote best practices and implement solutions to streamline workflows without compromising quality
• Provide regular performance summaries and insights to contact center leadership
• Manage departmental equipment inventory, including headsets, phones, and related tools, ensuring accurate tracking and availability to support daily call center operations
• Other duties as assigned

Benefits

• Competitive Benefit Package including Medical, Dental, Vision, Life and Disability Insurance
• Generous Paid Time Off
• Tuition Reimbursement
• EAP
• Technology Stipend

Work Environment

This is a remote position. The company believes that great talent can thrive from anywhere, offering flexibility and the comfort of working from home. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive.