Company Overview

Who We Are

Established over 70 years ago, we are two of the largest Taft-Hartley trust funds in the United States. With over $50 billion in assets and $7 billion in benefits paid each year, we provide critical health insurance and lifetime retirement benefit services to nearly one million Teamster participants and family members. At Central States/TeamCare we jointly administer two trusted organizations:

TeamCare, a Central States Health Plan

Central States Southeast and Southwest Areas Health and Welfare Fund was founded in 1950 and was one of the first non-profit labor health funds in the United States. Since 2014, the Fund has done business under the tradename TeamCare. Today TeamCare covers the lives of 550,000 members, from 1,100 different employers, making it the largest labor healthcare fund in the

country.

Central States Pension Fund

Central States Southeast and Southwest Areas Pension Fund was founded in 1955 and has blazed a trail to retirement security. Paying over $90 billion in lifetime pension benefits for 690,000 retirees and beneficiaries to-date and has revolutionized the pension world of American workers.

Position Summary

The Operations Supervisor will coordinate and oversee daily activities, performance and operations for Benefits Specialists and Teamleaders within the CustomerCare Center.  The success of this position requires an understanding of Department Operations and how it relates to the entire organization. This position will work with supervisory and management teams to assure consistent application of expectations, advise specialists on contact handling, and handle contact escalations. The Operations Supervisor will foster a level of excellent customer service, first call resolution and provide support to CustomerCare Center staff.

Primary

• Resolves escalated issues and assists with expedited requests from Teamleaders or Benefits Specialists.

• Oversees and manages team: answers questions, helps with problem resolution, schedules and leads team meetings, communicates policy and procedures, monitors work performance to ensure minimum production standards are met.

• Coaches and mentors team: initiates and conducts meetings/discussions on work performance, individual development and quality on a regular basis; handles discipline.

• Follows Quality Program guidelines set by Management team for scheduling, scoring, coaching and quantity of contacts monitored.

• Writes and presents yearly appraisals for assigned team of Benefits Specialists and Teamleaders.

• Consistently applies company personnel policies and department rules including compliance with HIPAA privacy standards and the collective bargaining agreement.

• Participates in interviewing and hiring process for CustomerCare Center positions.

• Helps monitor daily call volumes to identify trends or fluctuation in call volume.

• Performs eligibility updates to external Prescription and Vision systems.

• Efficiently manages time to ensure timely completion of projects and assignments.

Secondary

• As a backup to WFM Supervisor, manage timekeeping and attendance of team members on a daily basis. Assess and approve timecards on a weekly basis, by the deadline requested.

• Assist with department training; identify and create topic outlines; conduct training.

• Lead or participate in special projects as assigned by Management.

• Ongoing communication with other CustomerCare Center Management and other departments to assist in the overall workflow of Department Operations.

• Serve as backup to other Operations Supervisors.

• Other duties as assigned.

Contacts:

Supervisors have extensive contact with other departments, as well as limited contact with our various business partners.

• College degree preferred, or equivalent work experience
• 1 to 3 years’ experience in customer service
• Knowledge and understanding of Fund business processes and plan benefits
• Demonstrates excellent leadership and interpersonal skills; is a role model
• Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
• Excellent oral and written communication skills; strong ability to handle difficult situations
• Consistently demonstrates a strong work ethic and professionalism
• Ability to multitask and adapt to change in a fast paced, high pressure environment
• Open minded and challenges others to be willing to embrace change
• Must be flexible, dependable, and organized with good follow through

Compensation

Annual Salary Range: $75,000 to $83,000
(The posted range of pay represents the anticipated pay scale for this position. Final pay will be determined based on a variety of job-related factors, including, but not limited to, skills, experience, education, certifications, internal equity, and organizational needs.)

Benefits*

We’re proud to offer one of the most competitive total rewards packages in the nonprofit and benefits administration sectors, including:

• 100% company-paid family insurance benefits including health, dental, RX & vision

(comprehensive coverage with low deductibles)

• 100% company-funded pension plan (at no cost to the employee)
• Health care and dependent care Flexible Spending Accounts (FSAs)
• 401(k) retirement plan with company match
• Paid vacation and PTO days
• Flexible start times & hybrid work-from-home schedule
• Lunch stipend for onsite café
• Tuition reimbursement

* Please note that, though uncommon, the benefits described above are subject to change at the company’s discretion.

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.