Remote
BroadPath Healthcare Solutions

CALL CENTER SUPERVISOR

  • Work at Home
  • Immediate

JOB DESCRIPTION

Supervisors oversee the day to day operations of assigned teams, a shift, line of business or project. They are responsible for coaching and developing of their direct reports. Supervisors will be expected to coach, mentor, maintain team performance, compliance, and quality standards based on established metrics and benchmarks. This will be done by measuring and providing appropriate performance feedback, assisting in the implementation of improvement projects, and providing ongoing support to subordinates. As a work from home associate, BroadPath will provide you with a Laptop, 4 Port USB Hub, Bhive Web Camera and USB Headset.

RESPONSIBILITIES

  • Provides regular supervision and mentorship over subordinate staff
  • Ensures regular and effective communication with subordinate staff on performance, goals, and coaching/developing
  • Facilitates daily agent coaching and development sessions in both written and verbal format
  • Responsible for progressive, corrective disciplinary action as needed, based on Playbook
  • Participates in client-related activities to include client calibration sessions and project planning
  • Identifies and addresses agent training needs
  • Manages team’s time through Bhive and Client systems to ensure adherence/WAH compliance
  • Manages program-specific performance standards (e.g. KPIs: Quality/Adherence, Service Level, Average Handling Times, Attendance)
  • Manages financial implications of attrition and attendance by maintaining program-specific goals
  • Uses discretion and independent judgment to manage direct subordinates regarding down-staffing, up-staffing, transfers, and promotions
  • Completes weekly reporting
  • May be required to handle agent escalated calls to assist diffusing irate customers
  • Ensures all reported complaints are addressed in a timely manner, reported, resolved and closed out with appropriate parties
  • Maintain up-to-date employee files and documentation

BASIC QUALIFICATIONS

  • One year of recent experience as a Call Center Supervisor
  • Considerable experience managing 10 or more employees in a supervisory role
  • Experience managing employee performance including coaching to call center metrics
  • Strong technical computer proficiency (Microsoft Windows, keyboarding skills, strong systems aptitude–ability to quickly navigate through multiple systems)
  • Experience with support channels including telephone, email, and chat
  • Demonstrates the following:
  • Proficient English, oral and written communication skills
  • Strong interpersonal, coaching skills, including the ability to provide constructive feedback in a manner that results in improved performance
  • High level of patience, may need to reiterate information, ask clarifying questions, using non-technical jargon
  • Possess common sense, logical thinking, and time management skills
  • Objectivity, professionalism and maturity
  • Flexibility and demonstrated ability to adapt well in a changing environment
  • Ability to remain focused and productive