Medica · 8 hours ago
Supervisor, Customer Service Call Center
Madison, WI
Full-time
Hybrid
Mid Level
$51K/yr - $76K/yr
3+ years expMedica is a nonprofit health plan serving communities in Minnesota and beyond. The Supervisor of the Customer Service Call Center is responsible for leading a team to ensure high-quality service, managing operations, and maintaining positive relationships with customers and vendors.
Health CareMedical
No H1B
Responsibilities
Select, develop, motivate, train, and retain a competent staff to ensure appropriate staffing resources; perform annual staff performance reviews and regular meetings with individuals
Evaluate operations needs and work level requirements, and executes and implements new procedures and updates as directed by Manager/Director
Continually assess customer service levels for performance and monitor customer feedback
Ensure that all Customer Operations staff are courteous, professional and attuned to internal and external customer needs, and that staff is taking the appropriate steps when an issue requires escalation for resolution
Appropriately delegate work tasks to ensure performance measures are met
Establish and adhere to statistical performance reporting criteria, monitor standards, and enforce policies and procedures to ensure all team members meet or exceed expected service and performance levels
Partner with workforce management to schedule work assignments, monitor daily activity and assist with account maintenance. Compile performance reports, monitor and record measures in performance log
Review and analyze daily, weekly, and monthly reports to help track processes, implement procedure and department changes to increase productivity and monitor staff in achieving department standards
Stay abreast of related regulatory, compliance and departmental updates to meet departmental metric requirements
Performs other duties as assigned
Qualification
Required
Associate's degree or equivalent combination of education and relevant work experience
3+ years of experience within a professional customer service or call center environment
Flexibility with work schedule is required (call center hours vary and include the need to rotate later shifts and weekend hours)
Preferred
1 ½ + years of leadership experience, including experience in a position responsible for structured coaching and mentoring responsibilities; experience managing direct reports is helpful however not required
Benefits
Competitive medical
Dental
Vision
PTO
Holidays
Paid volunteer time off
401K contributions
Caregiver services
Many other benefits to support our employees
Company
Medica
Medica is a company that provides health coverage to meet customers needs for health plan.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Naylor
President and CEO
Jeni Alm
Vice President, Provider Partnerships and Solutions
Recent News
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2025-12-13
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