Supervisor, Member Service Center (Call Center) Syracuse Region

The Member Service Center (MSC) Supervisor plays a pivotal role in overseeing the daily operations of the MSC team, ensuring exceptional member service and optimal performance.

Requirements

• Supervise a team of Member Service Representatives and Senior Member Service Representatives
• Conduct regular one-on-one coaching sessions and performance reviews
• Address high-level member escalations and complex inquiries
• Collaborate with other departments to resolve issues and improve member satisfaction
• Prepare and present regular reports on team performance, member feedback, and operational metrics
• Utilize call monitoring and reporting tools to analyze trends and identify areas for improvement

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan