Call Center Supervisor

Summary

Join FreedomCare, a leading home care agency, as a remote Team Lead for our Care team in Connecticut! This client-centric role involves leading and mentoring a team of Care Support Specialists, ensuring exceptional customer service. You will manage team performance, monitor workflows, support process improvement, and participate in the interview process. FreedomCare offers competitive compensation, medical benefits, retirement plans, wellness programs, and professional development opportunities. Quarterly travel to the office is required for events and team building. Make a positive impact while enjoying a supportive and inclusive work environment.

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

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

Preferred Qualifications

Bilingual in English and Spanish, or other languages desired

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career