Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Function as a working supervisor, overseeing call center associates and activities related to maintaining HealthPort service quality and ensuring company profitability.

• Train customer service representatives.

• Create and implement policies and procedures aimed at enhancing customer satisfaction.

• Plan and organize work schedules based on budget constraints, call volume, and production requirements.

• Evaluate the customer service model for efficiency improvements and quality enhancements.

• Assist with performance evaluations, manage complaints, and resolve issues.

• Ensure that associates possess the necessary skills and knowledge to deliver exceptional consumer service.

• Handle challenging customer situations and gather customer feedback for process enhancements.

• Monitor incoming and outgoing calls and supply data to upper management.

• Formulate both short- and long-term strategies to boost morale.

• Oversee individual and departmental performance to address productivity and customer concerns.

• Aid in the development and implementation of programs that benefit both the organization and its customers.

• Communicate with management regarding innovative concepts and objectives.

⛳️ Requirements

• A minimum of 2 years of supervisory or management experience in a call center or customer-focused environment, ideally with a mid to large customer service team.

• Familiarity with Microsoft Office Suite or equivalent tools.

• Demonstrated organizational abilities.

• Strong verbal, written, and interpersonal communication skills.

• Capacity to collaborate effectively and be highly team-oriented.

• Ability to handle continuous pressure and manage conflicting demands.

• Proficient in time management, problem-solving, and analytical skills.

• Must be capable of working effectively in a fast-paced setting.

• Ability to conduct oneself professionally, effectively, and efficiently in a team environment with customers, management, and colleagues.

• Bachelor's degree or equivalent experience OR an Associate's degree combined with 4 years of supervisory or management experience in a call center or customer-oriented environment.

• This position does not qualify for employment sponsorship.

🏝️ Benefits

• Equal Employment Opportunity employer.

• Post-offer health screenings and vaccinations may be provided or required for client safety.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Total rewards strategy.

• Voluntary demographic questions are optional and do not impact the application or hiring process.