Contact Center Supervisor

Thank you for considering Progyny!

The Contact Center Member Services Supervisor is responsible for overseeing daily operations within the contact center, ensuring team members provide exceptional customer service. This role focuses on coaching & development, performance management, adherence to company policies & procedures, and contributions to process improvements within the member services department.

What you'll do....

Supervise a team of contact center agents, providing guidance and support.

Conduct daily performance reviews, provide feedback, and implement corrective actions as needed.

Ensure compliance with company policies and contact center procedures.

Handle escalated contact, assist on phone during peak periods and resolve customer complaints efficiently.

Assist in training new agents and ongoing training for current team members.

Prepare reports on team performance, contact metrics, and customer satisfaction.

Communicate trends, gaps in efficiency, and improvement suggestions with management.

About you...

2+ years of experience in a contact center environment, preferably in a supervisory role.

Strong communication, interpersonal, and conflict-resolution skills.

Ability to manage multiple priorities in a fast-paced environment.

Please note : This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny :

Progyny (Nasdaq : PGNY) is a global leader in women's health and family building solutions, trusted by the nation's leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools;provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier, supported journeys through transformative fertility, family building and women's health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks :

Family friendly benefits : Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents' Employee Affiliation Group

Menopause and midlife care

Health, dental, vision and life insurance options for employees and family

Free in-person, virtual and text-based mental health and wellness support

Paid time off, including vacation, sick leave, personal days and summer flex time

Company equity

Bonus program

401(k) plan with company match

Access to on-demand legal and financial advice

Learning and development programs to help you grow professionally and a mentorship program

Company social eventsto include annual volunteer day and donation matching

Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the hourly salary [wage] range for NYC-based applicants is : $25.00 / hour - $35.00 / hour. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought / required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.

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