Senior Supervisor, Operations – HVAC Authorizations

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

📋 Description

• Oversee and guide the HVAC Technical Team

• Drive associate development while ensuring overall team productivity with a focus on HVAC

• Manage and coordinate daily operations of the team under the direction of the department head

• Establish performance goals and expectations utilizing data and analytics

• Inspire, coach, train, and support associates

• Assess team needs and develop agents, leads, and other associates within Cinch

• Monitor activities to guarantee service levels, productivity targets, quality, and departmental objectives are achieved

• Emphasize metrics such as HVAC replacement rates, severity, approvals, cycle time, and others

• Offer training, coaching, and direction on contract information and the interpretation of policies and procedures

• Prepare consolidated reports on team performance, ensuring service, quality, and profitability targets are met or surpassed

• Engage in developing, implementing, and evaluating departmental policies, procedures, quality control, productivity standards, and cost-saving initiatives

• Suggest, revise, or execute processes or strategies to enhance team and organizational performance

• Track, compile, and analyze information related to the team and department, communicating trends, activities, and results to senior management

• Assist the department head with escalations, recall processes, claims, disputes, denials, and customer resolutions

• Interact with customers, service providers, and various departments

• Execute other tasks and project work as assigned

• This position supervises hourly associates, team leads, and/or supervisors

• Reports to a Senior Manager or Director-level position

⛳️ Requirements

• Bachelor’s degree or a relevant combination of education and practical experience

• Proficient PC skills with a strong working knowledge of Microsoft Office

• Over 4 years of experience in coaching call center supervisors and associates

• More than 3 years of supervisory experience

• Capability to train and develop Supervisors and associates

• Strong leadership, motivational, interpersonal, and customer service abilities

• Detail-oriented with exceptional follow-up, creativity, organizational, written, and oral communication skills

• Proficient problem solver with analytical and advanced negotiation skills

• Excellent verbal and written communication skills

• Experience in presenting complex data and concepts to all organizational levels

• Ability to analyze data to determine actions for improvement

• Experience in the HVAC trade is preferred

🏝️ Benefits

• Competitive salary with performance-based incentives

• Comprehensive health, dental, and vision insurance

• Retirement savings plan with company matching

• Opportunities for professional development and advancement

• Flexible work environment and schedule options