Central States Funds/TeamCare · 1 day ago
Supervisor, Operations
Chicago, IL
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $83K/yr
1+ years expCentral States Funds/TeamCare is one of the largest Taft-Hartley Trust Funds in the United States, providing critical health insurance and retirement benefit services. The Operations Supervisor will oversee daily activities and performance of Benefits Specialists and Teamleaders, ensuring excellent customer service and effective operations within the CustomerCare Center.
Health CareHealth InsuranceInsuranceNon ProfitProfessional Services
Responsibilities
Resolves escalated issues and assists with expedited requests from Teamleaders 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 Benefits Specialists and Teamleaders
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 on a daily basis. 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
Other duties as assigned
Qualification
Required
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
Preferred
College degree preferred, or equivalent work experience
Benefits
100% company-paid family insurance benefits including health, dental, RX & vision (comprehensive coverage with low deductibles)
100% company-funded pension plan (at no cost to the employee)
Health care and dependent care Flexible Spending Accounts (FSAs)
401(k) retirement plan with company match
Paid vacation and PTO days
Flexible start times & hybrid work-from-home schedule
Lunch stipend for onsite café
Tuition reimbursement
Company
Central States Funds/TeamCare
The Central States Southeast and Southwest Areas Health and Welfare Fund was founded in 1950 and was one of the first non-profit labor health funds in the United States.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
James Eder
Chief Information Officer
Patrick Moroney
Chief Information Officer
Company data provided by crunchbase