The MH Group

Compensation

Full Description

Location: Remote in US Only Salary Range: $65,000 – $75,000 per year Bonus: Annual bonus potential up to 3% About the Opportunity Our client, a leading healthcare insurance provider, is seeking a Call Center Supervisor to oversee and support their customer service department with a dedicated focus on the company’s West Coast book of business. This role is ideal for a proven leader who is passionate about team development, delivering high-quality service, and ensuring compliance within a fast-paced call center environment. The Supervisor will play a critical role in monitoring call center performance, resolving escalated issues, and driving service excellence for members and partners located primarily on the West Coast. Key Responsibilities Team Leadership & Development • Supervise, train, and mentor customer service representatives, fostering a culture of collaboration, accountability, and growth. • Monitor team performance and attendance, providing timely coaching and feedback. • Serve as a resource for staff on benefit plans, procedures, and first-call resolution. Operational Oversight • Support the West Coast book of business, ensuring customer needs are met with urgency and accuracy. • Monitor call volumes and staffing levels to maintain service standards. • Partner with cross-functional teams to resolve operational issues and ensure consistent communication. • Ensure compliance with departmental standards, regulatory requirements, and performance guarantees. Recruitment, Training & Quality • Partner with the Customer Service Manager on recruiting, interviewing, and onboarding new team members. • Support the design and delivery of individual and group training programs. • Contribute to the development and maintenance of training materials, policies, and quality assurance programs. Qualifications • High School Diploma or equivalent required; bachelor’s degree preferred. • Minimum of 3 years of experience in health insurance or healthcare customer service, with at least 1–2 years in a leadership/supervisory role. • Ability to work until 5:00 PM PST to align with the West Coast book of business. • Strong leadership, coaching, and conflict resolution skills. • Excellent written, verbal, and interpersonal communication abilities. • Proven success managing teams in a high-volume, fast-paced environment. • Strong problem-solving and critical thinking skills. Why Join • Competitive base salary ($65,000–$75,000) plus 3% annual bonus opportunity. • Comprehensive benefits package including medical, dental, vision, 401(k), life and disability insurance, and tuition reimbursement. • A supportive, growth-focused culture that values collaboration, innovation, and professional development. • Opportunity to make a direct impact on customer experience and team success, particularly supporting the West Coast region. If you’re a motivated leader with a passion for customer service excellence and want to directly support a growing West Coast business, we encourage you to apply. Company DescriptionThe MH Group is a full-service staffing agency.