WIC Customer Service Supervisor

Overview

Catholic Charities of Buffalo is currently seeking a Customer Service Supervisor for our Nutritional Health program supporting NYS WIC. This position is hybrid and will be based at our Abbott Road location when in the office.

The WIC Customer Service Supervisor is responsible for overseeing customer service operations for the WIC program across all sites. The CSR Supervisor leads, supports, and evaluates Customer Service Representatives, ensuring high-quality, participant-centered service and compliance with agency, state, and federal guidelines. This position oversees staff responsible for appointment scheduling, participant communication, and call center operations, while promoting efficient service delivery and a positive participant experience.

Catholic Charities is a non-profit human services agency that strives to empower individuals, children, and families across the eight counties of Western New York. For more than 100 years, Catholic Charities of Buffalo has provided HOPE to individuals and families of all faiths, backgrounds, and circumstances. As the most comprehensive provider of human services in Western New York, Catholic Charities delivers wide-ranging programs to address systemic poverty, sudden financial crisis, hunger, behavioral health, workforce readiness, family stability, legal immigration and resettlement, and help for older adults.

As a trauma-informed agency, we strive to support the total well-being of clients and employees. Catholic Charities prioritizes wellness and diversity through various committees such as: CARE (Compassion, Acceptance, Respect for Everyone) Committee to create an inclusive environment where every individual feels seen, heard, and valued; Trauma-Informed Care (TIC) Committee to lead agency efforts in creating and maintaining a trauma-informed workplace; Wellbeing Committee to empower staff to reach their full potential through personal wellness and community support; and the Safety Committee to maintain a physically and psychologically safe and welcoming environment for all.

Essential Duties & Responsibilities

• Supervises and coordinates Customer Service Representative (CSR) operations to ensure responsive, courteous, and efficient service for WIC participants across all program sites.
• Provides direct customer service support and performs CSR duties as needed to maintain service continuity and support team operations.
• Trains, coaches, and develops CSR staff on customer service standards, participant engagement, agency procedures, and NYSDOH WIC program requirements, ensuring staff remain current on program updates and compliance expectations.
• Serves as the primary resource for CSR staff regarding call handling procedures, participant inquiries, scheduling processes, and service delivery concerns; collaborates with the Catholic Charities IT Department and phone system vendors when technical issues affect customer service operations.
• Develops, maintains, and administers staffing schedules to ensure adequate phone and customer service coverage based on participant demand, call volume trends, and staff availability.
• Partners with HR for department recruiting activities, including interviews and the selection process.
• Monitors and evaluates staff performance through call reviews, quality assurance activities, observation, coaching, and annual performance evaluations to promote service excellence and continuous improvement.
• Recommends personnel actions, including recognition, development opportunities, corrective action, and separation, as appropriate and in accordance with agency policies.
• Maintains records, reports, and quality monitoring data related to customer service operations and program requirements.
• Ensures participants are connected to the appropriate WIC site, services, or community resources through effective referral and follow-up processes.
• Maintains proficiency in the NYWIC system and other tools necessary to support customer service functions, determine participant needs, and assist staff in resolving service-related issues.
• Collaborates with WIC leadership and NYSDOH WIC representatives to address service delivery concerns, implement program updates, and support operational improvements.
• Coordinates and documents required annual trainings and professional development activities for CSR staff.
• Participates in WIC leadership meetings, agency meetings, and other organizational initiatives as assigned.
• Complies with the Agency Compliance Program, Code of Ethics, and all applicable laws, regulations, policies, and standards governing the WIC Program and Catholic Charities.
• Travels periodically to program sites to provide staff support, training, quality monitoring, and operational oversight.
• May be required to lift up to 30 pounds.
• Performs other duties as assigned by leadership.

Qualifications

• High School diploma or equivalent experience required.
• Three (3) years of customer service experience required.
• Prior supervisory, team lead, or staff training experience preferred.
• Knowledge of the NYS WIC Program and NYWIC system preferred.
• Demonstrates ability to coach staff, solve problems, manage competing priorities, and maintain high standards of customer service.
• Strong interpersonal, communication, and customer service skills.
• Proficiency with computer systems and office software applications.
• Ability to analyze service trends and address operational challenges.
• Ability to maintain confidentiality and exercise sound judgment.
• Must provide high-speed internet when working remotely.

Why You'll Love Working Here

• 25 PTO days per year (PTO is prorated based on start date)
• 15 paid holidays per year
• Medical, dental, and vision insurance plans
• 403(b) retirement plan with employer contribution after six months
• Employer‑paid life insurance and Employee Assistance Program (EAP)
• Training & development opportunities

Applicants must live in New York State to be considered.

Compensation range shown above may vary based on factors including but not limited to skills, education, location, and experience.

As an Equal Opportunity Employer, Catholic Charities of Buffalo is committed to providing equal employment opportunities to all individuals, regardless of race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Catholic Charities of Buffalo will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities, unless such accommodations would impose an undue hardship on the operation of the business. If you require reasonable accommodation during the application or interview process, please contact recruitment@ccwny.org.