Call Center Supervisor - Care

8 hours ago

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FreedomCare

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America’s leading home care provider. Hire family or friends for daily care, and the caregiver gets paid.

Home Health Care

501 - 1000

Description

• Lead the Care team at FreedomCare • Provide exceptional customer service to clients and caregivers • Mentor and advise team members • Ensure team performance meets KPIs and goals • Conduct performance management and reviews • Assist with interviewing and training new team members • Create effective communication processes within the team and with other departments • Identify areas for process improvement and propose solutions

Requirements

• Experience with HR, Benefits & compliance • Understanding of Workforce operations and level of partnership • Minimum of 1-2 years of leadership experience in managing, coaching and developing employees • Experience with performance management and corrective action • 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 • Demonstrated ability to navigate change successfully and adapt quickly • Experience leading team through change using situational coaching skill & emotional intelligence • Proficiency in MS Word, Excel, Outlook and PowerPoint; ability to leverage technology to identify, research and solve customer issues • Strong organizational and problem-solving skills, and the ability to work independently • Effective verbal and communication skills • Ability to motivate team to meet and/or exceed case management targets or metrics • Experience participating in and/or leading cross functional projects and departmental initiatives as subject matter experts for the Care department • Knowledge working with a CRM – i.e.: Salesforce, Medflyt or HHAX, Verint, Observe AI • Bilingual in English and Spanish, or other languages desired

Benefits

• Competitive compensation • Medical benefits • Retirement plans • Wellness programs • Fun company events • Ongoing learning opportunities