Responsible for leading and developing a team of Customer Experience Specialists
Champion a culture built on caring connections and true ownership of member issues
Directly supervise a team of Customer Experience Specialists
Monitor and improve first call resolution (FCR) performance
Conduct performance meetings with direct reports and develop individualized coaching plans
Ensure accurate, timely, and thorough documentation of all member interactions
Analyze call trends and identify coaching and process improvement opportunities
Conduct interviews and participate in hiring decisions for new Specialists
Promote team engagement, resilience, and professional growth

Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage
Minimum 2 years of supervisory or team lead experience in a contact center or member services environment
Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirements
Demonstrated ability to coach empathy, de-escalation, and service recovery techniques
Proven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivity
Ability to interpret data and translate trends into actionable coaching and process improvements
Excellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionately
Strong problem-solving and decision-making skills with an ownership mindset
Proficiency in MS Office, CRM systems, and contact center technologies
Ability to maintain confidentiality and ensure HIPAA compliance in a remote environment

Supervisor, Customer Experience Support

Key skills