Supervisor, Customer Service in Cypress, CA at Beacon Health Options

Date Posted: 11/18/2019

Job Snapshot

Job Description

We Help People Live their Lives to the Fullest Potential!

For more than 30 years, Beacon has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 40 million people across all 50 states. At Beacon, we are committed to delivering a ‘world-class’ candidate experience from the moment you click ‘Apply’! Our goal is to help you reach your fullest potential, while utilizing your talents and expertise to help us deliver on our promise.

Do you have a passion for helping others? If so, we are looking for you!

Beacon is currently seeking a Supervisor, Customer Service a highly organized and compassionate professional to join our team at our Cypress, CA office.  The Call Center Supervisor is responsible for the daily activities and supervision of a team of customer service employees. The Supervisor is responsible for the quality, efficiency, and effectiveness of the department, identifying and resolving issues, and partnering with call center leadership team to ensure overall objectives are being met. The Supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated issues, counseling/disciplining, providing coaching and feedback, managing daily workload, gathering data and reporting results to management.

What does a typical day look like?

  1. Oversees a team and daily operations in the Call Center, managing real time work volumes and providing assistance to customers/members, clients and staff.
  2. Meets with direct reports for performance review, professional development and initiate corrective action as needed.
  3. Perform annual staff reviews and establish individual/team goals for development.
  4. Trains and assists staff to handle work volume and issues in accordance with company policies.
  5. Assists with daily scheduling for call volumes and adherence to overall service level agreements.
  6. Monitors and evaluates staff call performance to assure quality service and customer satisfaction.
  7. Identifies trends and escalate issues in a timely manner.
  8. Maintains attendance records, prepare payroll input and monitor staff’s adherence to schedule.
  9. Oversees and responds to customer issues/incidents that impact company initiatives.
  10. Participates in handling incoming and outbound call needs to meet department/client goals.
  11. Adheres to all Beacon policies and procedures and standards of operations.
  12. Completes all required and assigned trainings.
  13. Performs annual staff reviews and establish individual/team goals for development.
  14. Motivates team members to reach department goals and objectives.
  15. Attends all mandatory company or department meetings.
  16. Displays a positive, constructive, and helpful demeanor that is conducive to a safe and respectful work environment.
  17. Acts as a mentor to team members by leading by example and guiding with a sense of integrity and team work.
  18. Meets regularly with team members for one on ones and staff meetings.
  19. Identifies opportunities for staff improvement, high performing team members, and training needs of team members.
  20. Partners with management to identify areas of opportunity within department and makes improvements on processes, culture, or work environment.
  21. Acts as a liaison between staff, management, and other functional departments for consistent improvements of functions and work flow.
  22. Identify misconduct and finds resolution and escalate to Human Resources.
  23. Travel to all company sponsored events, trainings, and locations based on business needs.
  24. Performs special projects and other duties as assigned and required.

What you Contribute?

Education: Bachelor’s degree or equivalent years of experience in a team lead or supervisory capacity

Licensure: N/A

Knowledge, Skills & Abilities:

  • Call Center or Customer Service experience, 2 years minimum
  • Supervisory, coaching, mentoring experience preferred
  • Must have experience using management information systems including knowledge of Word and Excel PowerPoint strongly preferred
  • Experience with high volume phone calls preferred
  • Excellent verbal and written communication skills
  • Excellent time management, organizational skills and proper phone etiquette skills required
  • Position requires knowledge of general office environment

Shift: 9:00am - 6:00pm (schedule may vary)

What Makes Us Different?

  • Here, it’s not just a job – it’s an opportunity to change lives.
  • Our employees are learners, innovators and original thinkers.
  • Our mission and values guide the way we treat our members, providers and each other.

What We Have to Offer:

  • Healthcare benefits available starting day 1!
  • Health & wellbeing incentives, such as gym membership reimbursement
  • 401K with company match to help reach your future financial goals
  • Generous PTO, because we know life happens outside of work
  • Tuition reimbursement so you can keep reaching your fullest potential

If Beacon sounds like the place for you, what are you waiting for? Apply with us today to get started!

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email ( Only candidates who have applied for an open position through our Careers page ( will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.