Call Center Supervisor - Breast Pump Team

Aeroflow Career • Asheville, NC

5d • Onsite

About The Position

Aeroflow Health is seeking a Customer Experience Team Supervisor for its Mom & Baby department. This role focuses on leading, mentoring, and motivating a team of customer service representatives to ensure exceptional service delivery and customer satisfaction. The supervisor will be responsible for coaching, identifying training needs, implementing performance metrics, resolving escalated issues, and fostering a positive work environment. Strong communication, problem-solving, and a commitment to continuous improvement are essential.

Requirements

• Demonstrated ability to manage and prioritize multiple tasks, leading to a track record of meeting or exceeding deadlines.
• Proven ability to analyze data and balance sales needs with procedural requirements.
• Demonstrated drive to solve problems within a team environment.
• Ability to lead with a positive attitude.
• Professional communication skills, both written and verbal.
• Proven ability to build strong relationships within an internal team.
• Ability to make quick decisions for the benefit of patient care and organizational goals.
• Individual responsibility for knowledge of and compliance with laws, regulations, and policies, with no recorded compliance violations.
• Demonstrated commitment to compliance as a condition of employment, evidenced by regular participation in compliance training sessions and maintaining up-to-date knowledge of relevant laws and regulations.

Nice To Haves

• Relentless Curiosity: Proactively seeks out opportunities for process improvements.
• Entrepreneurial: Identifies and acts on new opportunities with a willingness to take calculated risks.
• Obsession to Learn: Actively seeks out opportunities to learn and grow and identifies areas for self improvement.
• Confidentially Humble: Freely admits knowledge gaps and seeks help from team members, and regularly solicits feedback.
• Strategic: Makes decisions and takes actions with a broader organizational impact.
• Transformative: Constantly seeks ways to improve and actively pursues growth opportunities.
• Tech-Savvy: Keeps up-to-date with modern technology and regularly develops and refines processes within the team.
• Commitment to People Development: Shows passion for developing talent through regular training and mentoring.
• Relationship Focused: Proactively builds relationships across the organization.

Responsibilities

• Lead, coach and inspire a team of customer service representatives to achieve and exceed performance goals.
• Provide guidance, feedback, and support to team members while fostering a positive and engaging work environment.
• Identify training needs, organize training sessions, and ensure team members acquire necessary skills and knowledge.
• Set clear performance expectations, conduct performance reviews, and implement improvement plans as needed.
• Foster a positive team culture, promote collaboration, and resolve conflicts to ensure a cohesive and productive work environment.
• Support team career growth by identifying opportunities for advancement, offering developmental assignments, and providing career guidance.
• Regularly monitor team performance, provide constructive feedback, and recognize achievements to motivate team members.
• Set team goals aligned with organizational objectives, monitor progress, and ensure team members understand their role in achieving those goals.
• Facilitate open communication within the team, ensure clarity of expectations, and address any concerns or issues promptly.
• Adapt strategies based on team dynamics and performance trends, continuously seeking ways to improve team efficiency and effectiveness.
• Ensure team members comply with company policies, procedures, and industry regulations.
• Maintain HIPAA/patient confidentiality.
• Ensure regular and reliable attendance as assigned by your schedule.
• Perform other job duties as assigned.

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental Insurance
• Vision Insurance
• Optional Life Insurance
• 401K with Company Match
• 12 weeks of parental leave for birthing parent
• 4 weeks leave for non-birthing parent(s)
• Additional Parental benefits to include fertility stipends, free diapers, breast pump
• Paid Holidays
• PTO Accrual from day one
• Employee Assistance Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed