(IFP) Supervisor, Operations

Your Role 

The Individual and Family Plans Customer Service team takes inbound calls from IFP members, supporting benefits, eligibility, claims, billing, etc. The IFP Operations Supervisor will report to the Operations Manager. In this role you will support agents while on calls and manage metrics such as quality, ASAT & IR, Service Levels, and attendance/adherence. 

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work 

In this role, you will: 

• Be responsible for routine operations and people management functions
• Foster a great place to work communicating clear roles and responsibilities and building successful working relationships across the organization
• Consult and make recommendations to management on operational issues
• Use concepts and abilities to manage processes and operations, including procedural changes, inventories, and workload management
• Apply policies and procedures within health care operations
• Support department goals such as service level, average handle time, and ACW
• Take escalated calls or perform supervisor callbacks if needed
• Provide coaching, performance management, skill development, and guidance on team members’ Professional Development Plans
• Rotate closing and Saturday shifts with other leadership in the department

Your Knowledge and Experience 

• Requires a minimum of 5 years of prior relevant experience

• Requires a minimum of 2 years of experience operating in a lead role or equivalent leadership training or manager training 

• Knowledge of Individual and Family Plans desired

• Ability to work collaboratively with other teams and leadership to support department and agent goals

• Time management and delegation skills

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.