Customer Service Supervisor (Remote)

Compensation Expectations: $58,656 – $63,000 DOE

Role Location: Tampa, FL or Remote

Marpai Administrators is a technology company transforming the Third-Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) using deep learning and machine learning to maximize population health outcomes with the greatest cost efficiency for any health plan budget. We create healthier members and a healthier bottom line. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes.

About The Position

We are expanding our Customer Service Team! The Customer Service Supervisor reports to the Customer Service Senior Manager and is responsible for overseeing and leading the customer service team, ensuring high-quality service delivery and resolving complex customer issues. This role plays a critical part in enhancing customer satisfaction, driving retention, and supporting the overall business objectives by maintaining efficient operations and fostering a positive team environment.

What You Will Be Doing

• Research and review calls from members/client complaints requested by Senior Management and Account Executives, identifying gaps in service, and making outreach calls to mitigate the issue.
• Analyze trending of issues to identify, training gaps, performance issues, and create a plan to address the gaps and recommend solutions as needed.
• Complete monitors and provide coaching and critical conversations to direct reports for developmental and correctional issues.
• Review monthly scorecard with individuals on team, identifying trends that need to be addressed as well as kudos for jobs well done.
• Handles overflow for calls, chat, and emails as needed especially during peak seasons.
• Partners with Quality, and Managers to create learning moments to address training gaps and deliver new and changing program information.
• Assist with creating and maintaining tools, job aids, and training materials helping the service team resolve customer issues and improve customer relations.
• Collect, analyze and report on operations information in support of process, systems, and SOP updates.

What Success Looks Like

• Drive member accessibility through effectively managing resources, coordinating multiple daily tasks, and enhancing the effectiveness of customer interactions
• Ensure exceptional quality through the monitoring and coaching of call interactions and claim processing
• Cultivate the ultimate customer experience by ensuring the team is well trained and coached
• Ensure team is meeting and exceeding expectations and metrics

What Do You Need

• 3 years minimum call center experience.
• 3+ years in a supervisory or leadership role in a call center.
• Strong leadership and team management skills.
• Excellent communication, both verbal and written.
• Problem-solving and conflict resolution skills.
• Ability to analyze performance metrics and use data to improve team effectiveness.
• Encourage and support accountability and engagement, including sharing of information, ownership and successes with others.
• Consistently communicate expectations to clients and internal team members.
• Capability to manage service recovery as necessary.

Work Requirements

• Tampa, FL or Remote
• Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
• No travel required

WHY WORK AT MARPAI?

We Have Great Benefits

• Generous PTO
• Medical and Prescription
• Health and Wellness Programs
• EAP
• FSA / HSA / Dependent Care
• Dental
• Vision
• Life and Disability
• STD/LTD
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• LegalShield
• Identity Theft Protection

Marpai is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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