Call Center Supervisor of Care (CT / Remote)

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Requirements:

• Experience managing/supervisory employees.
• Exceptional experience leading, mentoring and developing their employees.
• Experience with performance management.
• 3+ years customer service experience; ability to provide a seamless customer service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
• Experience with data input, case review and building rapport and confidence with team.
• Ability to motivate team to meet and/or exceed case management targets or metrics.
• Computer proficiency required; ability to leverage technology to identify, research and solve customer issues.
• Excellent communication and organization skills.
• Must have poise and patience when dealing with customers.
• Bilingual in English and Spanish, or other languages desired.

Responsibilities:

• Direct point-of-contact for team member inquiries or concerns; respond to and resolve escalated or complex issues.
• Manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback.
• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines.
• Support process improvement by identifying system or workflow areas of opportunity.
• Assist the management team with the interview processes for new candidates and new team member training.