Supervisor, Customer Service (Pacific/Mountain Time zone Based)
Description
You spend more than half of your waking hours working. Make these precious, fleeting moments matter by working for an organization and a cause you can believe in.
Western Growers exists for one reason only: to ensure the future viability of its members – the hard-working, salt-of-the-earth farmers who grow the fruits, vegetables and tree nuts that feed our nation and nourish our bodies.
Our members depend on us to help them remain competitive and profitable as they face challenges that make it increasingly difficult and expensive to do business. Our goal is to fight for them– heart and soul –every single day. We passionately advocate, facilitate technological advancements and provide insurance for our members. We do all of this, and more, from a position of leadership in the agriculture industry.
This mission requires a team of intelligent, inquisitive and innovative individuals connected for our common purpose.
The core company philosophy that strengthens our mission is that everything starts with people. Every employee of the organization has access to research-based training to encourage and support Outward Inclusion philosophy and our DEI initiatives. As an element of this training, employees are encouraged to recognize that there isn’t a work life and a home life, there is one life. This recognition throughout the organization emphasizes the value of finding a healthy and happy balance in every employee’s life. One way that is realized for employees of Western Growers is flexible work arrangements with work-from-home, in-office or hybrid options.
At Western Growers, we recognize and welcome the many qualities you can bring to the team.
Grow with us.
Compensation: $61,719 - $85,234 with a rich benefits package that includes profit-sharing.
Job Description Summary
Reporting to the Senior Supervisor, Customer Service, this role is responsible for overseeing the daily operations of the healthcare customer service call center and supporting front-line staff. This position ensures service delivery meets Key Performance Indicators (KPIs), related to customer satisfaction, response times and providing quality service. Responsibilities include monitoring call center performance, providing coaching and feedback to Customer Service Representatives (CSRs) and Leads, and aligning team efforts with organizational goals. This position also handles escalated issues, ensuring timely resolution and proper documentation. Additionally, the role contributes to recruiting, onboarding, and training within the department.
Q UA L IF IC A T IO NS
· BS/BA degree and three (3) to five (5) years of experience as a Supervisor in a Customer Service environment, preferred.
· Proven ability to coach, mentor and develop employees, including delivering constructive performance feedback
· Strong knowledge of call center operations, including statistical analysis and reporting
· Demonstrated team collaboration and support for collective decision-making
· Effective multitasking, prioritization, organizational, and leadership skills
· Experience monitoring customer interactions and analyzing information to make informed business decisions
· Excellent customer service and problem-solving skills
· In-depth knowledge of the health insurance, health products, claims processing, medical terminology, and ancillary services
· Strong written and verbal communication skills
· Proficient in Microsoft Office and call center systems, including phone, email, chat, workforce management, quality assurance and other software tools
· Comfortable working in a fast-paced environment
· Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds
· Home router with wired Ethernet (wireless connections and hotspots are not permitted)
· A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.
· A functioning smoke detector, fire extinguisher, and first aid kit on site
· Bilingual in Spanish is a plus
D UT IE S A ND R E S P O NS IB IL IT I E S
Call Center Support
· Manage and process staff timesheets, payroll, and daily attendance
· Generate and analyze daily call center performance reports
· Monitor real-time service levels to ensure performance goals are met
· Coordinate overtime with Workforce Management as appropriate
· Oversee recruitment, onboarding and termination processes as needed
· Provide guidance, support, and timely feedback to staff
· Assist CSRs with escalated issues
· Meet deadlines and respond promptly to internal and external inquiries
· Implement customer service strategies and coordinate training needs with Workforce Management and Training
· Identify process inefficiencies and recommend improvements to enhance efficiency, reduce risk, or lower cost
· Develop and maintain Standard Operating Procedures (SOPs)
· Lead or implement at least one process improvement or innovation annually
Training/Development
· Monitor individual, team, and call center performance to identify trends and ensure achievement of targets
· Monitor service calls for professionalism, accuracy, and compliance with company policies
· Develop action plans based on performance insights and data analysis
· Assess department needs and manage the development of call center policies and procedures
Management & Leadership
· Lead and develop a high-performing team of 3A+ self-accountable professionals
· Foster a culture of authentic accountability by consistently modeling expected behaviors
· Instill a culture of safety and expectation within your respective area/s
· Require direct reports to hold themselves accountable to high performance standards and personal conduct in a clear, helpful, straightforward way
· Conduct one-on-one conversations with every direct report monthly focused on their 3A+ capabilities, impact, and effort
· Make decisions impacting staff using the steps outlined in the “Outward Leadership” guide
· Promote a culture of inclusion leveraging the “Outward Inclusion” principles
Other
· Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively. Be willing to adjust efforts to ensure that work and attitude are helpful to others, be self-accountable, create a positive impact, and be diligent in delivering results
· Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet
- Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA- required protection of all confidential/protected client data
- Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit)
- All other duties as assigned
P H YS IC A L D E MA ND S /W OR K E N V I R O N ME N T
The physical demands and work environment described here represent those that an employee must meet to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.