Call Center Supervisor - Breast Pump Team

Aeroflow Health • Asheville, NC

7d • Onsite

About The Position

The Customer Experience Team Supervisor role focuses on cultivating a high-performing team through effective leadership and development strategies. This role involves managing, mentoring, and motivating a team of customer service representatives to ensure exceptional service delivery and customer satisfaction. Key responsibilities include conducting coaching sessions, identifying training needs, and fostering a positive work environment conducive to growth and achievement. The supervisor will also be instrumental in implementing performance metrics, resolving escalated issues, and promoting teamwork to achieve departmental goals effectively. This role requires strong communication skills, a proactive approach to problem-solving, and a commitment to continuous improvement within the team.

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. Providing guidance, feedback, and support to team members while fostering a positive and engaging work environment.
• Identifying training needs, organizing training sessions, and ensuring team members acquire necessary skills and knowledge.
• Setting clear performance expectations, conducting performance reviews, and implementing improvement plans as needed.
• Fostering a positive team culture, promoting collaboration, and resolving conflicts to ensure a cohesive and productive work environment.
• Supporting team career growth by identifying opportunities for advancement, offering developmental assignments, and providing career guidance.
• Regularly monitoring team performance, providing constructive feedback, and recognizing achievements to motivate team members.
• Setting team goals aligned with organizational objectives, monitoring progress, and ensuring team members understand their role in achieving those goals.
• Facilitating open communication within the team, ensuring clarity of expectations, and addressing any concerns or issues promptly.
• Adapting strategies based on team dynamics and performance trends, continuously seeking ways to improve team efficiency and effectiveness.
• Ensuring team members comply with company policies, procedures, and industry regulations.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental, and 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