Energy Jobline ZR
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We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers.
About The Role MagnaCare is seeking a hands‑on, Las Vegas‑based On‑Site Customer Service Supervisor to manage the day‑to‑day operations of our high‑volume call center serving members and providers. The Supervisor is responsible for directly overseeing call center representatives, ensuring team performance, customer satisfaction, and adherence to key performance indicators (KPIs). This role actively monitors call traffic, adjusts staffing as needed, and provides coaching and support to team members to maintain a high standard of service delivery.
Key Responsibilities
Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed.
Manages all assigned employees and is responsible for performance management. This includes both remote and onsite team members.
Continually monitors the teams call center metrics, quality scores and productivity reports.
Handle escalated customer concerns and complaints.
Assist customers with problems and questions regarding claims.
Assists the Customer Service Manager with performance reports, QA review sessions and re‑training initiatives.
Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators).
Assists with call handling during high volume occurrences to ensure meeting KPI levels.
Provides support to customer service representatives as needed.
Manages special projects and allocates resources as needed.
Collaborates with Network Management team, Account Managers and Sales teams to gather feedback to enhance service performance.
Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation.
Participate in activities designed to improve customer satisfaction and business performance.
Assist the training coordinator in the classroom and assist floor training of employees in their department with retraining.
Attend client, participant, vendor, provider, or employer meetings when necessary to meet client needs.
Bilingual .
May be required to lift a maximum of 25 lbs.
Essential Qualifications
Bachelor’s degree , butnot required.
Prior experience managing teams in a customer call center required.
Prior customer service experience serving unions .
Prior experience in customer service in high volume call centers, preferably in healthcare, insurance, or a related field required.
Experience managing call center volume through use of ACD systems.
Previous experience in quality call monitoring and performance coaching, counseling, and progressive discipline.
Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems.
Ability to create staffing schedules and analyze call center volumes and trends.
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Strong time management skills.
Knowledge of salesforce is .
Knowledge of managed care procedures & claims payment policies.
Courteous with strong customer service .
Previous multi‑channel experience (i.e., voice, email, and chat) a plus.
At MagnaCare LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing , , and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all your unique abilities. For more than 30 years, MagnaCare LLC has been a trusted partner in delivering flexible, customized solutions for self‑insured organizations. As a third‑party administrator (TPA), we combine proprietary technology, network expertise, and a deep understanding of labor to help our clients achieve their goals while supporting the people they serve. Our focus on labor means we work closely with funds, Taft‑Hartley Trusts, and other self‑insured groups to deliver tailored solutions that go beyond the basics. From health plan administration and eligibility management to contribution accounting, we provide the tools and support organizations need to succeed. With specialized offerings such as flexible network administration, direct contracting, in‑house medical and care management, and workers’ compensation programs, we create benefit plans that address unique needs with precision.
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If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
#J-18808-Ljbffr
We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers.
About The Role MagnaCare is seeking a hands‑on, Las Vegas‑based On‑Site Customer Service Supervisor to manage the day‑to‑day operations of our high‑volume call center serving members and providers. The Supervisor is responsible for directly overseeing call center representatives, ensuring team performance, customer satisfaction, and adherence to key performance indicators (KPIs). This role actively monitors call traffic, adjusts staffing as needed, and provides coaching and support to team members to maintain a high standard of service delivery.
Key Responsibilities
Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed.
Manages all assigned employees and is responsible for performance management. This includes both remote and onsite team members.
Continually monitors the teams call center metrics, quality scores and productivity reports.
Handle escalated customer concerns and complaints.
Assist customers with problems and questions regarding claims.
Assists the Customer Service Manager with performance reports, QA review sessions and re‑training initiatives.
Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators).
Assists with call handling during high volume occurrences to ensure meeting KPI levels.
Provides support to customer service representatives as needed.
Manages special projects and allocates resources as needed.
Collaborates with Network Management team, Account Managers and Sales teams to gather feedback to enhance service performance.
Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation.
Participate in activities designed to improve customer satisfaction and business performance.
Assist the training coordinator in the classroom and assist floor training of employees in their department with retraining.
Attend client, participant, vendor, provider, or employer meetings when necessary to meet client needs.
Bilingual .
May be required to lift a maximum of 25 lbs.
Essential Qualifications
Bachelor’s degree , butnot required.
Prior experience managing teams in a customer call center required.
Prior customer service experience serving unions .
Prior experience in customer service in high volume call centers, preferably in healthcare, insurance, or a related field required.
Experience managing call center volume through use of ACD systems.
Previous experience in quality call monitoring and performance coaching, counseling, and progressive discipline.
Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems.
Ability to create staffing schedules and analyze call center volumes and trends.
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Strong time management skills.
Knowledge of salesforce is .
Knowledge of managed care procedures & claims payment policies.
Courteous with strong customer service .
Previous multi‑channel experience (i.e., voice, email, and chat) a plus.
At MagnaCare LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing , , and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all your unique abilities. For more than 30 years, MagnaCare LLC has been a trusted partner in delivering flexible, customized solutions for self‑insured organizations. As a third‑party administrator (TPA), we combine proprietary technology, network expertise, and a deep understanding of labor to help our clients achieve their goals while supporting the people they serve. Our focus on labor means we work closely with funds, Taft‑Hartley Trusts, and other self‑insured groups to deliver tailored solutions that go beyond the basics. From health plan administration and eligibility management to contribution accounting, we provide the tools and support organizations need to succeed. With specialized offerings such as flexible network administration, direct contracting, in‑house medical and care management, and workers’ compensation programs, we create benefit plans that address unique needs with precision.
Powered by JazzHR
If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
#J-18808-Ljbffr