Scheduling Operations Weekend Supervisor (Part-Time Contract)

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Requirements:

• Experience supervising a customer service team and monitoring performance trends.
• Experience working in a high-volume environment.
• Proactive problem solver and able to handle difficult situations or customers as they arise
• Extensive customer service experience - Be friendly, positive and solutions-oriented
• Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures)
• Ability to navigate multiple technology platforms simultaneously.
• Effective communication skills with clients, patients, caregivers and families

Responsibilities:

• Oversee a fast-paced, high-volume ticket queue, flag urgent and high-priority items, and assign them to the appropriate team members.
• Monitor team performance, coach SOAs, and ensure adherence to quality standards.
• Handle escalations from clients and caregivers, ensuring timely resolutions.
• Support caregivers and agencies in filling shifts on short notice, addressing real-time issues.
• Utilize multiple software systems (including ZenDesk, Wellsky, AxisCare, and Google Workspace) to track cases and communicate effectively.
• Prepare handoff reports for end-of-shift transitions.