Overview As Customer Service Supervisor, you will oversee daily activities of CSRs and Transportation Coordinators to deliver service excellence while ensuring Medicare/Medicaid regulatory compliance. You will lead the call center team, manage staffing and training, and monitor performance against KPIs. You will coach, provide feedback, and report progress to management, shaping a high-performing service culture. This role offers impact by improving service delivery, training processes, and operational efficiency in a healthcare environment.
Responsibilities- Supervise day-to-day Call Center operations and handle escalated calls with supervision availability
- Adjust staff coverage across call queues to ensure timely handling of calls and tasks
- Assist with onboarding and ongoing training; develop and schedule training sessions
- Develop and maintain training documents and desktop resources for Call Center operations
- Serve as a backup to answer inbound lines during absences or high volume
- Meet with CSRs to review performance against service levels and KPIs; provide feedback and coaching
- Report Call Center progress to management and participate in related projects
- Perform other duties as assigned
Key requirements- Associate's Degree in Healthcare, Business, or a related field, or equivalent experience
- Minimum four years of call center experience, with at least one year in supervisory/lead capacity
- Proficiency in adapting to changing tasks and balancing telephone and non-telephone work
- Prior experience with managed care plans, Medi-Cal and Medicare programs, and serving underserved populations (desirable)
- Ability to research complex issues and guide others toward resolution
- Bi-lingual skills in Spanish, Vietnamese, Chinese, or Tagalog (desirable)
- Working knowledge of Outlook, Word, Excel; able to type accurately and quickly
- Excellent communication skills; able to convey information clearly by phone, in person, and in writing
- Ability to work under pressure and prioritize tasks within deadlines
- Ability to maintain confidentiality and comply with policies
- Ability to perform job safely and responsibly
- communication excellence
- coaching and motivation
- leadership and team development
- Outlook
- Word
- Excel
