District Leader – Call Center Supervisor

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

📋 Description

• Directly oversee, mentor, develop, and provide support to a team of Client Results Specialists.

• Facilitate regular coaching sessions, performance assessments, and discussions for development planning.

• Track and manage both individual and team performance concerning quality, productivity, attendance, compliance, and customer experience metrics.

• Assist in recruiting, onboarding, training, engagement, and retention efforts.

• Acknowledge and reward outstanding performance while addressing performance issues promptly and constructively.

• Promote a culture of accountability, teamwork, employee engagement, and ongoing development.

• Oversee daily operations to ensure the meeting of service levels, productivity goals, quality benchmarks, and client expectations.

• Monitor essential operational and performance indicators and initiate actions to enhance results.

• Examine trends and pinpoint opportunities to improve experiences for customers, patients, and employees.

• Collaborate with Workforce Management, Quality, Training, and Operations teams to maximize performance.

• Ensure compliance with client specifications, company policies, operating procedures, and regulatory standards.

• Spearhead continuous improvement initiatives that enhance operational efficiency and effectiveness.

• Utilize operational data and performance insights to create and execute strategies that boost business outcomes.

• Aid in the execution of client initiatives, program goals, and organizational priorities.

• Assist leadership with reporting, analysis, forecasting, and business recommendations.

• Coordinate and manage projects, initiatives, and competing priorities while adhering to deadlines.

• Develop innovative solutions that enhance performance, service delivery, and operational results.

• Maintain awareness of program goals, budgets, and business priorities to facilitate informed decision-making.

• Establish and nurture strong relationships with clients and internal stakeholders.

• Communicate operational performance, risks, opportunities, and recommendations to leadership.

• Support client initiatives and strategic business goals through effective execution and collaboration.

• Resolve escalated issues involving Specialists, customers, operations, and clients.

• Collaborate across departments to ensure alignment, successful program execution, and achievement of client objectives.

⛳️ Requirements

• A Bachelor's degree is preferred or equivalent experience.

• 3+ years of experience leading teams in a contact center or customer service setting.

• Proven experience in leading, coaching, and developing frontline employees.

• Excellent communication, presentation, and interpersonal skills with the ability to influence diverse audiences.

• Experience in analyzing operational performance metrics and implementing improvement strategies.

• Strong problem-solving and critical-thinking skills in a dynamic environment.

• Demonstrated ability to effectively manage multiple priorities, projects, and deadlines.

• Familiarity with CRM, workforce management, reporting, and customer relationship management tools.

• Knowledge of customer service operations, quality management, and performance management practices.

• Experience in collaborating across multiple functions to drive business results and meet client objectives.

• Experience leading teams in patient support is highly preferred.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Professional development opportunities