Supervisor, Customer Support

🔥 23 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $48.4k - $69.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Lead, coach, and develop a customer support team • Provide day-to-day supervision, performance feedback, training, mentoring, and support • Monitor and manage SLAs, productivity, quality, accuracy, and operational performance across clerical and clinical workflows • Identify performance issues and take timely corrective action • Develop, implement, and maintain a quality program with measurable standards, monitoring, reporting, coaching, and continuous improvement • Research and resolve complex customer and operational issues • Escalate service-level or performance concerns • Collaborate with management and cross-functional partners • Review operational and client reports and monitor data integrity and daily transactions • Identify performance trends and opportunities • Provide recommendations to leadership to improve service delivery, employee performance, and customer experience

🎯 Requirements

• Minimum of 2 years of direct supervisory experience • Experience supervising a team of 5 or more employees • Experience in customer service, contact center, healthcare operations, claims, clinical support, or a related service environment • Experience managing SLAs, KPIs, quality, productivity, performance metrics, and operational reporting • Experience developing, implementing, or managing a quality assurance/quality monitoring program • Strong leadership, analytical, problem-solving, organizational, and communication skills • Ability to manage complex clerical and clinical workflows • Ability to resolve escalated issues and work with employees, management, clients, and cross-functional partners • Applicants must reside within the United States • Schedule flexibility and weekend availability required • Private, distraction-free workspace • Reliable hard-wired high-speed internet with minimum 25 Mbps download and 10 Mbps upload; Wi-Fi is not permitted as the primary connection

🏖️ Benefits

• Medical, dental, and vision benefits • 401(k) options • 401(k) employer match • Flexible vacation policy • Educational assistance • Leadership and technical development academies • Work flexibility • Learning and career development opportunities