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About the Role

The Supervisor, CARE Team coordinates and oversees the daily operations of the CARE Team staff, ensuring empathetic, accurate, and timely support for members and their families across all benefit plans and services. This role requires a balance of operational leadership and hands-on guidance to drive performance, ensure compliance, and promote continuous improvement, embodying the CARE Team’s core values of CARE: Collaboration, Action, Reliability, and Empathy.

Responsibilities

Provide team supervision, assign and monitor staff workload, track deliverables and due dates.
Coordinate staffing coverage and scheduling to ensure appropriate resource allocation and uninterrupted service delivery.
Maintain a presence in the Welcome Center, observing in-person appointments, supporting staff during participant consultations, and stepping in as needed to ensure exceptional service delivery.
Monitor staff workloads to ensure timely and accurate completion of participant interactions and benefit processing.
Promote a member-first service environment by modeling CARE values in all aspects of leadership.
Supports CARE Team management in overseeing performance issues, including participation in disciplinary discussions and actions, in accordance with company policy.
Ensure that QA standards are met across all participant interactions, including application processing, call handling, and overall customer service.
Ensure adherence to Service Level Agreements (SLAs) and organizational timelines.
Monitor, analyze, and report on team performance metrics, service levels, quality outcomes, and operational needs; recommend and implement improvements as needed.
Coaches and supports staff to strengthen communication, problem solving, and customer service skills.
Monitor the member appointment calendar daily.
Demonstrate the ability to prioritize tasks and reallocate resources to meet operational needs.
Liaise with other departments, legal representatives, and external vendors to resolve processing issues, improve workflows, and enhance the participant counseling experience.
Oversee document verification functions, ensuring staff accurately review, validate, index, and process member documentation using established business processes and technology platforms.
Draft and/or review complex member communications.
Review and update of all forms and letters mailed to members and pensioners in accordance with the Funds style guidelines and Fund Counsel/Compliance approval.
Assist CARE Team Management in any necessary preparation for Trustee meetings.
Address escalated issues/calls as necessary with Senior Management.
Identify and arrange for any training that may prove valuable to team.
Participate in benefit planning seminars by presenting information to large groups; may require travel to various seminar locations.
Oversee special or recurring projects as assigned.

Requirements

5+ years of supervisory experience in benefits administration, retirement plan administration, health plan operations, or a related service environment.
Prior experience in call center operations, participant counseling, survivor benefits, bereavement support, or a related service-focused environment preferred.
Strong organizational skills and high attention to detail.
Advanced mathematical and quantitative skills.
Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, Tungsten TotalAgility (TTA), or Case Management systems.
Must possess a strong sense of ownership as well as the ability to take initiative to work independently.
Demonstrate creativity and innovation while solving problems efficiently.
Maintains excellent attendance and punctuality.
Demonstrate strong interpersonal judgment and emotional intelligence.
Ability to effectively navigate sensitive member interactions, support staff through complex cases, and build trusted relationships across teams, vendors, and external stakeholders.
Strong oral and written interpersonal skills.
Demonstrated commitment to exceptional customer service and member-centric support.
Excellent communication skills.
Ability to work independently coupled with the ability to work as a member of a team.
Outstanding work ethic and employment record.
Ability to motivate and inspire others, especially during periods of change or high case volume.
Ability to handle sensitive conversations with tact and compassion.

Skills

Empathetic Service Leadership
Data-Driven Management
Critical Thinking & Case Evaluation
Judgment & Risk Awareness
Operational Supervision
Coaching & Development
MS Office (Word, Excel, Access, etc.)
Dynamics
V3locity
Tungsten TotalAgility (TTA)
Case Management systems

Experience Level

5+ years of supervisory experience

Education Level

Bachelor's degree in Business Administration, Finance, or a related field preferred.

About the Company

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members.
Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services.
Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST).
The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds.
32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families.
We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.