Call Center Supervisor (Remote)

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients. We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

Position Objective:

The Supervisor, Call Center is an operational role, and is responsible for overseeing the daily operations of the designated Call Center team. The incumbent will report to the Call Center Manager (or similar role) and will collaborate with various departments to address escalated customer issues, implement process improvements, and contribute to the overall success of the Call Center.

Responsibilities:

• Lead and motivate a team of Call Center representatives, fostering a positive and high-performance work environment
• Conduct regular team meetings to communicate goals, expectations, and updates
• Monitor and evaluate individual and team performance through key performance indicators (KPIs) and quality assurance metrics
• Provide constructive feedback, coaching, and support to team members to improve performance and achieve targets
• Oversee daily operations to ensure efficient call handling, proper escalation procedures, and adherence to established protocols
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution
• Collaborate with other departments to address complex issues and improve overall customer experience
• Serve as a liaison between frontline staff and upper management, conveying feedback, concerns, and suggestions
• Implement and communicate process changes, ensuring team members are adequately trained on new procedures
• Generate and analyze reports on team performance, identifying trends, areas for improvement, and opportunities for recognition
• Collaborate with the management team to develop strategies based on data-driven insights
• Work closely with the Call Center Trainer to identify training needs and assist in the development and delivery of training programs
• Support ongoing skill development and cross-training initiatives for team members
• Collaborate with other departments to address complex issues and improve overall customer experience
• Apply problem-solving skills to identify immediate caller needs and route calls to the appropriate resource according to standard operating procedures
• Additional duties as assigned

Position Requirements/ Skills:

• High School diploma or equivalent required
• Bachelor’s degree in business administration or related field preferred
• 2 years of experience working in a Call Center environment
• 2 years of experience in a supervisory experience, preferably in a healthcare Call Center environment
• Proficient with Google Suite (Drive, Docs, Sheets, Slides) and Microsoft Office (Word, Excel, PowerPoint) for real-time collaboration
• Prior experience with data entry and call documentation

Physical Requirements:

• Ability to remain in a stationary position, often standing or sitting for prolonged periods of time
• Communicating with others to exchange information
• Repeating motions that may include the wrist, hands, and/or fingers
• Assessing the accuracy, neatness, and thoroughness of work assigned
• Must be able to lift at least 15lbs at times
• Ability to operate a motor vehicle

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with senior-level leadership, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward target patient populations

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