Supervisor, Operations (Hybrid)

Central States/TeamCare is looking for new talent to join our growing organization!

About Us:
Central States Health & Welfare and Pension Funds are two of the largest, multibillion dollar non-profit trust funds in the country. The Funds administer health and pension benefits to nearly one million Teamster members and participants with over 1,000 contributing employers to the Funds. Our building (constructed in 2019) is walking distance to the CTA Blue Line and close to O’Hare Airport.

Responsibilities:

The Operations Supervisor will coordinate and oversee daily activities, performance and operations for Benefit Specialists and Team leaders within the CustomerCare Center. The success of this position requires an understanding of Department Operations and how it relates to the entire organization. This position will work with supervisory and management teams to assure consistent application of expectations, advise specialists on contact handling, and handle contact escalations. The Operations Supervisor will foster a level of excellent customer service, first call resolution and provide support to CustomerCare Center staff.

The applicant will need to resolve escalated issues and assists with expedited requests from Team leaders or Benefits Specialists. Oversees and manages team: answers questions, helps with problem resolution, schedules and leads team meetings, communicates policy and procedures, monitors work performance to ensure minimum production standards are met. Coaches and mentors team, initiates and conducts meetings/discussions on work performance, individual development and quality on a regular basis; handles discipline. Follows Quality Program guidelines set by Management team for scheduling, scoring, coaching and quantity of contacts monitored. Writes and presents yearly appraisals for assigned team of Benefit Specialists and Team leaders. Consistently applies company personnel policies and department rules including compliance with HIPAA privacy standards and the collective bargaining agreement.

Participates in interviewing and hiring process for CustomerCare Center positions. Helps monitor daily call volumes to identify trends or fluctuation in call volume. Performs eligibility updates to external Prescription and Vision systems. Efficiently manages time to ensure timely completion of projects and assignments. As a backup to WFM Supervisor, manage timekeeping and attendance of team members daily. Assess and approve timecards on a weekly basis, by the deadline requested. Assist with department training; identify and create topic outlines; conduct training. Lead or participate in special projects as assigned by Management. Ongoing communication with other CustomerCare Center Management and other departments to assist in the overall workflow of Department Operations. Serve as backup to other Operations Supervisors.

Qualifications:

• College degree preferred or equivalent work experience
• 1 to 3 years’ experience in customer service
• Knowledge and understanding of Fund business processes and plan benefits
• Demonstrates excellent leadership and interpersonal skills; is a role model
• Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
• Excellent oral and written communication skills; strong ability to handle difficult situations
• Consistently demonstrates a strong work ethic and professionalism
• Ability to multitask and adapt to change in a fast paced, high pressure environment
• Open minded and challenges others to be willing to embrace change
• Must be flexible, dependable, and organized with good follow through

Benefits Offered:

• Hybrid work from home schedule
• 22 total vacation and PTO days
• 401(k) plan with company match
• 100% company-funded pension plan (zero cost to employee)
• 100% company paid health insurance premiums (employee & family coverage) low deductible & out of pocket
• Tuition and test reimbursement
• Daily stipend for use in onsite café

As a condition of employment, all new hires are required to provide documentation showing that they are up to date with COVID-19 vaccines, as defined by the Centers for Disease Control and Prevention (CDC).

Job Type: Full-time

Pay: $70,000.00 - $73,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: In person