Remote Scheduling Operations Weekend Supervisor

Summary

Join our team as a Weekend Supervisor and oversee a fast-paced, high-volume ticket queue, monitor team performance, handle escalations, and support caregivers and agencies in filling shifts on short notice. This fully remote, 6-month contract role requires experience supervising a customer service team, working in a high-volume environment, and navigating multiple technology platforms.

Requirements

• Experience supervising a customer service team and monitoring performance trends
• Experience working in a high-volume environment
• Proactive problem solver and able to handle difficult situations or customers as they arise
• Extensive customer service experience - Be friendly, positive and solutions-oriented
• Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures)
• Ability to navigate multiple technology platforms simultaneously
• Effective communication skills with clients, patients, caregivers and families
• Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus
• 5+ years of customer service experience preferred
• Fluency in Spanish is a plus

Responsibilities

• Oversee a fast-paced, high-volume ticket queue
• Flag urgent and high-priority items, and assign them to the appropriate team members
• Monitor team performance, coach SOAs, and ensure adherence to quality standards
• Handle escalations from clients and caregivers, ensuring timely resolutions
• Support caregivers and agencies in filling shifts on short notice, addressing real-time issues
• Utilize multiple software systems (including ZenDesk, Wellsky, AxisCare, and Google Workspace) to track cases and communicate effectively
• Prepare handoff reports for end-of-shift transitions