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Supervisor, CARE Team

BLDG SVC 32 B-J

Job Location:

New York City, NY - USA

Yearly Salary: USD 85000 - 90000

Posted: 29 September 2026 (4 days ago)

Application Deadline: 30 December 2026

Vacancies: 1 Vacancy

Job Summary

Job Code N1325RS	Department Name Retirement Services	Reports To Manager CARE Team
FLSA Status Exempt	Union Code N/A	Management Yes

About Us:

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 185000 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). By following our core values employees are open to different and new ways of doing things take active steps to improve the organization create an environment of trust and respect approach their work with the intent of a positive outcome and work collaboratively with colleagues.

The Funds oversees and manages $11 billion of dollars in assets which are made up of many varied and complex funds. The dollars come from a number of sources including the property owners who pay into the funds on behalf of their employees and as such requires those who oversee and manage the money to be highly skilled financial management people.

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.

Please take a moment to watch our video to learn more about our culture and contributions to our members: Summary:

Under the supervision of the Manager CARE Team the Supervisor CARE Teamcoordinates 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. The Supervisor CARE Team embodies the CARE Teams core values of CARE: Collaboration Action Reliability and Empathy.

Essential Duties and 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.

Qualifications (Competencies):

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.
- Empathetic Service Leadership: Leads with compassion models high-quality customer care and demonstrates patience when supporting members.
- Data-Driven Management: Uses dashboards trends and insights to drive operational improvements and clearly communicate results.
- Critical Thinking & Case Evaluation: Analyzes complex member situations identifies root causes applies benefits rules logically and consistently.
- Judgment & Risk Awareness: Recognize when to escalate issues and balances member advocacy with policy and compliance considerations.
- Operational Supervision: Skilled with KPIs SLAs queue management and quality standards while balancing efficiency with service excellence.
- Coaching & Development: Builds team capability through feedback modeling best practices and training opportunities.

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.

Soft Skills (Interpersonal Skills):

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.

Education:

Bachelors degree in Business Administration Finance or a related field preferred.

Language Skills:

Bilingual English/Spanish preferred.

Reasoning Ability:

High

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Under 1/3 of the time: Standing Walking Climbing or Balancing Stooping Kneeling Crouching or Crawling
Over 2/3 of the time: Talking or Hearing
100% of the time: Using Hands

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1/3 to 2/3 of the time: Work near moving or mechanical parts exposure to radiation moderate noise.

Required Experience:

Manager

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About Company

BLDG SVC 32 B-J

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