About the role
Who we are.
At Blue Cross Blue Shield Global Solutions℠ (BCBS Global Solutions℠), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that's simple, efficient, and human.
Whether our customers live, work, travel, or study abroad, we give them the confidence and peace of mind to say "yes" to new possibilities.
What we're looking for in our Supervisor, Global Service Center
You're a people-first leader who thrives in a fast-paced, customer-focused environment. You know how to inspire teams, drive performance, and turn challenges into opportunities for growth. You're passionate about developing employees, improving processes, and delivering exceptional service experiences that build trust and loyalty with our members and customers.
You're someone who
Leads with empathy, accountability, and a commitment to excellence
Builds engaged, high-performing teams through coaching and development
Uses data and performance metrics to identify opportunities and drive results
Balances operational efficiency with exceptional customer experiences
Adapts quickly to changing priorities and business needs
Collaborates effectively across teams to solve problems and improve outcomes
Here's the work you'll be doing to support our Global Service Center
Team Leadership & Employee Development
Lead and support a team of Global Service Center Specialists, Senior Specialists, and Team Leads in a 24/7/365 service environment
Create a positive, high-performance culture focused on customer experience, continuous improvement, and employee engagement
Coach, mentor, and develop team members to maximize performance and career growth
Participate in recruiting, interviewing, onboarding, and training new employees
Manage performance through regular feedback, coaching conversations, and development planning
Service Operations & Performance Management
Oversee daily service center operations to ensure service levels, quality standards, and customer commitments are consistently achieved
Monitor key performance indicators and use operational data to identify trends, opportunities, and areas requiring improvement
Review customer feedback and survey results to enhance service delivery and strengthen customer satisfaction
Support escalated and complex customer inquiries while partnering with team members to resolve issues effectively
Help drive improvements that reduce repeat contacts and improve first-contact resolution
Process Improvement & Business Partnership
Identify opportunities to improve workflows, processes, and customer experiences across the Global Service Center
Partner with internal and external stakeholders to support operational initiatives, new products, and service enhancements
Analyze team and department performance reports to support workforce planning and productivity improvements
Participate in and occasionally lead cross-functional projects and business initiatives
Recommend and help implement operational and system enhancements that improve efficiency and service quality
This might be the right fit for you if...
You have a bachelor's degree or equivalent combination of education and experience
You have experience leading or supervising customer service teams, preferably in healthcare, insurance, or a contact center environment
You have a track record of developing employees and driving team performance
You're comfortable using data and reporting to make operational decisions
You excel at balancing multiple priorities in a fast-paced environment
You have strong communication, coaching, and relationship-building skills
You remain calm under pressure and are confident making decisions in complex situations
Bonus points if you have
Experience within the health insurance or healthcare industry
Previous contact center leadership experience
International travel, expatriate, or global healthcare experience
Familiarity with HIPAA requirements and healthcare regulations
Experience with Salesforce, ADP, telephony platforms, or workforce management tools
Previous experience working within a Blue Cross and Blue Shield environment
Additional Requirements
Ability to support a 24/7/365 operation, including occasional weekend, evening, or on-call responsibilities
Ability to work in a hybrid environment, including office and remote work arrangements
Reliable high-speed internet connectivity for remote work
What you'll get in return
Competitive base pay + annual bonus
Competitive medical plans
Telemedicine services
Paid parental leave
24/7 employee assistance and wellness support
Free international healthcare coverage
Other great perks
Hybrid work model (office and/or remote)
Work-abroad arrangements available
Generous PTO accrual with carry-over options
9 paid holidays, plus one floating holiday and one volunteer day
Tuition reimbursement
Career development and learning opportunities
401(k) with generous company match
Pet insurance options
Identity theft and legal coverage
Ongoing focus on well-being, including virtual wellness resources and mindfulness events
Please visit the employee benefits page on our website for more information on our benefits and perks that support your overall well-being.
EOE