Leading a team dedicated to exceptional customer service, the full-time Support Center Operations Supervisor will oversee member and provider support, manage escalations, and drive continuous quality improvement initiatives while ensuring compliance with regulatory requirements. Key responsibilities Provides leadership and oversight for the support center, ensuring exemplary service delivery and accountability for performance outcomes Effectively manages escalations and addresses complex member inquiries related to enrollment, claims, and benefits Hires, trains, and develops team members, fostering a culture of accountability and high-quality customer service Required qualifications At least 5 years of customer service, call center, and/or sales experience, including 3 years in a call center environment Strong understanding of insurance products, including Medicaid, Medicare, and enrollment processes Proficient in Microsoft Office and applicable software programs Ability to maintain confidentiality and comply with HIPAA regulations Demonstrated ability to establish positive work relationships across various stakeholders