Supervisor - Call Center

Work at Home
Future

Job Description

BroadPath is currently hiring experienced Call Center Supervisors to work from home! Supervisors oversee the day to day operations of assigned teams. They are responsible for measuring and providing appropriate performance feedback, assisting in the implementation of improvement projects, assisting with customer escalations, and providing ongoing support to teams. Supervisors will be expected to maintain team performance and quality standards based on established metrics and benchmarks.

Responsibilities

  • Accountable for the daily, weekly, and monthly activities of all team members
  • Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met
  • Ensures compliance to policies, procedures, and state and federal regulations
  • Monitor performance and provide coaching and feedback to team members
  • Assists the team with escalated calls as needed
  • Monitors team chat to answer questions and discuss project priorities with the team
  • Assist Workforce Management in developing and managing schedules
  • May be managing local and remote team members
  • Monitor and evaluate teams calls on a daily/weekly basis

Basic Qualifications

  • Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)
  • Experience managing employee performance including coaching to call center metrics
  • Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
  • Experience with support channels including telephone, email, and chat 
  • Excellent verbal and written communication skills
  • High school diploma or equivalent