<h3>Job Description</h3>
Job Description
Join Our Team at Skin and Cancer Institute!
Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!
Why Join Us?
At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.
What You’ll Do:
Customer Service
<ul>
<li>Assist with the monitoring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. </li>
<li>Ensuring agents understand and comply with all call center objectives, performance standards, and policies.</li>
<li>Answering agent questions regarding best practices or difficult calls.</li>
<li>Identifying operational issues and suggesting possible improvements.</li>
<li>Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.</li>
<li>Preparing reports and analyzing data to assist management as they determine call center goals.</li>
<li>Working with other supervisors and management team members to support agents and maximize patient satisfaction. </li>
<li>Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services. </li>
<li>Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff. </li>
<li>Transferring Biopsy-Results call to designated representative per location </li>
<li>Transferring medication issues to designated pharmacy department or MA</li>
<li>Transferring billing concerns to designated department </li>
<li>Ensures that appropriate actions are taken to resolve customers’ problems and concerns. </li>
<li>Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. </li>
<li>Making outbound calls/Call back requests/ Recall list </li>
</ul>
Billing/Insurance Authorization/Clinical Support
<ul>
<li>Sending out emails regarding referrals, prescription refills &amp; Pre-Authorizations, Medical Record Requests and or any patient complaints, etc. </li>
<li>Submitting insurance authorization requests to auth department and returning patient call when its uploaded </li>
<li>Listening and processing after hour voicemails </li>
<li>Scheduling for all offices; New patient appointments, follow up, cosmetic consults, cosmetic appointments (All Surgeries (Excisions, Mohs) to be emailed or transferred to offices </li>
<li>Performing reschedules for offices changes </li>
<li>Performs other related duties as assigned.</li>
</ul>
What We Offer:
<ul>
<li>Competitive salary and benefits</li>
<li>Health, dental, vision, and ancillary insurance options</li>
<li>401K retirement savings</li>
<li>Paid time off</li>
<li>Professional development opportunities</li>
<li>Supportive and fair work environment</li>
</ul>
� Apply Today! Be a part of a dynamic team that’s transforming skin health. Submit your resume and cover letter to <a href="mailto:careers@skinusa.com" target="_blank">careers@skinusa.com</a>. We can't wait to meet you!
#HealthcareJobs #DermatologyCareers #JoinOurTeam #NowHiring

Call Center Supervisor

<h3>Job Description</h3>
Job DescriptionDescription:
Job Summary
Call Center Supervisor is responsible for overseeing the department call centers. This role is also responsible for planning, conducting and leading ongoing call coaching for the operation of the department under minimal supervision to ensure departmental customer service expectations are met and maintained. This position requires thorough knowledge of company products and is responsible for the primary training of Service Representatives. The Call Center Supervisor reports to the Policy Service Manager. 
Primary Responsibilities
<ul>
<li>Efficiently and effectively train, develop and monitor overall performance of direct reports</li>
<li>Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers</li>
<li>Works to resolve inquiries pertaining to the call centers and serves as a resource for the department</li>
<li>Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan</li>
<li>Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly</li>
<li>Demonstrate ability to interpret policy provisions for all active policy types </li>
<li>Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout department</li>
<li>Communicate effectively with both internal and external customers</li>
<li>Take a proactive lead role in the daily workflow of the teams</li>
<li>Provide strong leadership and set a professional example for direct reports</li>
<li>Foster communication to maintain positive, professional relationships with direct reports</li>
<li>Proactively look for continued ways to improve efficiencies within the department</li>
<li>Efficiently process service requests from assigned work queue as necessary</li>
<li>Attend, participate and present as assigned for team and department meetings</li>
<li>Identify needs of our customers and take appropriate escalation action </li>
<li>Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams </li>
<li>Act as a liaison between direct reports and management</li>
<li>Recommend, manage and handle special projects as needed</li>
<li>Participate in interview and hiring process of applicants for open positions</li>
<li>Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor</li>
</ul>
Anticipated Salary: $57,600 - $60,000
Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:
<ul>
<li>Compressed 4 1/2-day work week (Half-Day Fridays)</li>
<li>No monthly premium cost for employee medical, life and disability insurance coverage</li>
<li>Paid time-off accrual, including annual rollover; and paid holidays</li>
<li>Competitive 401(k) plan with immediate vesting on Company contributions</li>
<li>Discounted on-site employee cafeteria</li>
<li>On-site exercise facility and company-provided exercise time</li>
<li>Tuition reimbursement and training incentives</li>
<li>Access to voluntary dental and vision insurance coverage</li>
</ul>
Requirements:
Job Qualifications
<ul>
<li>Bachelor’s Degree required </li>
<li>Three years of prior insurance industry experience required, Life and Health preferred</li>
<li>Three years of prior call center experience required</li>
<li>Industry education designation required, FLMI, ACS, AIRC preferred</li>
<li>Ability to multi-task and effectively meet deadlines</li>
<li>Proficiency with Microsoft Office Programs</li>
<li>Strong time management skills and ability to prioritize</li>
<li>Ability to maintain confidentiality and adhere to privacy standards </li>
<li>Demonstrate reliability, accountability, integrity and professionalism</li>
<li>Flexible and adaptable to changes</li>
<li>Strong initiative and solid judgment abilities and skills</li>
<li>Work successfully in a team environment</li>
<li>Ability to lead and motivate people appropriately within expectations </li>
<li>Ability to communicate effectively and appropriately to direct reports</li>
<li>Strong written communication skills</li>
<li>Ability to work independently and set personal goals and action plans</li>
</ul>

<h3>Job Description</h3>
Job DescriptionDescription:
Why should you choose ProForce?
We are a leading pest control company dedicated to providing effective and reliable pest management solutions for residential and commercial customers. Our mission is to deliver innovative and reliable pest control solutions to our customers while upholding the highest standards of professionalism and integrity. As a rapidly growing organization, we are seeking a motivated and client-focused individual to join our team as a Customer Experience Supervisor.
 
Job Type: Full-time
Location: Onsite, Boca Raton, FL
Pay: Starting at $63,000
 
Job Summary
Ensure overall effectiveness of the customer experience department. Oversee daily operations of the call center ensuring excellent customer service, monitoring team performance, and providing feedback to the team. Ensure the team is achieving the KPI’s established and that they are effectively managing, closing and documenting all interactions with our customers. Working flexible hours, including evenings and weekends as needed. Develop and coach the team by performing the Job Responsibilities listed below. 
 
 
Job Responsibilities
<ul>
<li>Engage with customers via phone, email, live chat, and other channels, ensuring prompt and courteous service.</li>
<li>Quickly identify and resolve customer issues, striving for a high level of satisfaction and minimizing further contact.</li>
<li>Act as the customer's voice within the company, sharing feedback to improve products, services, and processes.</li>
<li>Develop and maintain a deep understanding of company offerings to provide accurate information.</li>
<li>Proactively prevent customer cancellations by understanding their needs and offering tailored solutions.</li>
<li>Record customer interactions in the CRM system with precision, maintaining organized records.</li>
<li>Meet or exceed KPIs such as customer satisfaction scores, first contact resolution, and response times.</li>
<li>Participate in training opportunities to stay updated with industry best practices and improve your skills.</li>
<li>Work with team members and other departments to ensure a consistent approach to customer service.</li>
<li>Follow all company policies, procedures, and regulatory requirements, ensuring customer information confidentiality.</li>
</ul>
Leadership and Supervision
<ul>
<li>Oversee and coordinate the day-to-day operation of the team.</li>
<li>Monitor performance and provide constructive feedback.</li>
<li>Ensures team adherence to work schedules.</li>
<li>Develops and maintains relationships with department peers focusing on collaboration, honesty, integrity, and respect for each other.</li>
<li>Implements call-center best practices to drive accountability for productivity and performance goals.</li>
<li>Achieves customer satisfaction and call center performance goals while ensuring the highest level of operational efficiencies through planning, monitoring and analysis of the call center operation.</li>
</ul>
Reporting Analysis and Performance Monitoring
<ul>
<li>Analyze reports on call center and employee performance.</li>
<li>Develop a metric driven culture that consistently meets or exceeds departmental goals and tracks key performance indicators.</li>
<li>Observes and analyzes individual performance to KPI’s and goals.</li>
<li>Enhance performance, including coaching employees, to help them excel in their role – ensure team is achieving or exceeding KPI’s.</li>
<li>Ongoing evolution of scripted “talking points” to improve call handling time.</li>
<li>Advise leadership if they notice changes that are impacting the team.</li>
<li>Weekly one-on-one meetings with team to review performance.</li>
</ul>
Operations Management
<ul>
<li>Helps team in resolving problems and completing work.</li>
<li>Assist team with calls and tasks as needed (peak volume, PTO, etc.)</li>
<li>Make recommendations to optimize call center performance with a focus on continuous improvements in productivity, call handling and quality service delivery to drive peak efficiencies.</li>
</ul>
Training
<ul>
<li>Assist with new hire training as needed</li>
<li>Conduct training sessions on best practices, scripts and software tools.</li>
<li>Identify training needs through Quality Monitoring and active listening.</li>
</ul>
 
People Responsibilities
Directly managing the customer experience representatives.
 
<ul>
<li>Perform other tasks as assigned.</li>
</ul>
 
Requirements:
Skill Requirements
<ul>
<li>Degree in business, marketing, communications or related fields preferred.</li>
<li>Prefer previous call center supervisory experience.</li>
<li>Two (2) plus years of in a fast paced customer service call center environment. </li>
<li>Outstanding people skills.</li>
<li>Strong knowledge of Google Workspace.</li>
<li>Knowledge of customer service and call center best practices in a service/competitive industry.</li>
<li>Excellent written and verbal communication skills, including strong presentation skills.</li>
<li>Strong problem and identification skills, effective organizational skills, flexibility to manage multiple priorities to achieve timely results, ability to forge cross-functional partnerships and strategies are necessary requirements to be successful in this role.</li>
<li>Must be able to speak comfortably at all levels in the organization.</li>
<li>Strong customer resolution skills.</li>
</ul>
 
Performance Metrics
<ul>
<li>Call Center metrics</li>
<li>Customer Service Representative metrics</li>
<li>Timely handling of cases (tasks &amp; incidents)</li>
<li>Ongoing evolution of KPI’s and reports</li>
<li>Customer Satisfaction Index / Net Promoter Score</li>
<li>Employee Retention</li>
<li>Customer Renewal, Retention, Recovery and Upsells</li>
</ul>
 
Technology
<ul>
<li>Five9</li>
<li>Field Routes</li>
<li>Looker</li>
<li>Google Workspace</li>
<li>Microsoft Office</li>
</ul>

<h3>Job Description</h3>
Job DescriptionDescription:
NOW HIRING A CALL CENTER SUPERVISOR FOR AN IMMEDIATE FULL-TIME OPPORTUNITY!
 
Fairway is seeking a Call Center Supervisor for Customer Service and Inside Sales at our Dallas, TX location. This leadership role oversees daily operations and team development within our call center. The ideal candidate has supervisory experience, inside sales expertise, and strong leadership skills. This position reports to the Call Center Manager.
Responsibilities:
<ul>
<li>Oversee daily operations, including scheduling, hiring, and advanced customer issue resolution.</li>
<li>Monitor call volume, call procedures, and key performance metrics.</li>
<li>Lead and develop a team of 10-15 members, ensuring professional growth and productivity.</li>
<li>Train and mentor staff on the best sales processes, lead conversion strategies, and outbound prospecting.</li>
<li>Implement strategies to meet and exceed daily, monthly, and annual sales targets.</li>
<li>Build and maintain reporting systems to track department performance.</li>
</ul>
Requirements:
<ul>
<li>Bachelor’s Degree or 2+ years of supervisory experience in a call center environment.</li>
<li>Residential sales experience preferred.</li>
<li>Lawn care, irrigation, and/or pest control product knowledge is a plus.</li>
<li>Strong leadership, communication, and organizational skills.</li>
<li>Ability to analyze and report on department performance.</li>
<li>Availability to work some Saturdays and/or Sundays (Feb-June).</li>
<li>Proficiency in Microsoft 365, Five9 phone system, and business software.</li>
</ul>
Why Join Our Team?
<ul>
<li>Competitive Pay &amp; Growth – Earn well and advance your career.</li>
<li>Hands-On Training – Learn and refine your sales and leadership skills.</li>
<li>Supportive Team – Work with a hardworking and dedicated crew.</li>
</ul>
Perks &amp; Benefits:
<ul>
<li>Base Salary + Bonus Opportunity</li>
<li>Full Benefits – Health, dental, vision &amp; more</li>
<li>Paid Time Off (PTO) &amp; Paid Holidays</li>
<li>401(k) with Employer Match</li>
</ul>
Equal Employment Opportunity Statement
Fairway is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status, as required by applicable law.

<h3>Job Description</h3>
Job Description
Call Center Supervisor
Candidates&nbsp;must be located in El Paso, TX 
Who we are:&nbsp;As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers® family of thrift stores, our impact, and the #ThriftProud movement at savers.com.&nbsp;Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.

Summary:
Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.
What you can expect:
<ul>
<li>The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.</li>
<li>To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.</li>
<li>An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.</li>
</ul>
What You'll Be Doing:
Essential Job Functions:&nbsp;
<ul>
<li>Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors</li>
<li>Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation </li>
<li>Handles complex and escalated customer service issues </li>
<li>Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement</li>
<li>Conducts monthly touch base meetings with each team member regarding their previous month’s performance</li>
<li>Prepares and delivers performance reviews for assigned team members</li>
</ul>
<ul>
<li>In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices</li>
<li>Creates and maintains a positive, respectful work environment for the team members</li>
<li>Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed</li>
</ul>
What You Have:Required Knowledge, Skills and Abilities
<ul>
<li>Communicates effectively, cooperatively and persuasively</li>
<li>Nurtures a cooperative, team-oriented environment</li>
<li>Treats all team members and donors with respect and dignity</li>
<li>Prioritizes and executes tasks within a fast-paced environment</li>
<li>Ability to develop, evaluate and motivate team members</li>
<li>Exceptional problem-solving skills </li>
<li>Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management</li>
<li>High level organizational skills and attention to detail</li>
<li>Excellent written and verbal communication skills</li>
</ul>
&nbsp;Minimum Required Education, Training and Experience: 
<ul>
<li>High School Diploma and two (2) or more years of experience in a high-volume call center environment</li>
<li>Two (2) or more years of experience in a supervisory role preferred</li>
<li>Experience in a blended call center, inbound and outbound call handling, a plus</li>
<li>Proficiency in MS Office and Internet Explorer</li>
<li>Flexibility in schedule which may include nights, weekends, and holidays</li>
</ul>
Physical Requirements: 

<ul>
<li>Must be able to sit, stand and walk for extended periods of time</li>
</ul>
What you get:&nbsp;Comprehensive onboarding and training from day one.&nbsp;In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.&nbsp;Benefits offerings including:&nbsp;
<ul>
<li>Bundled health plans such as medical, Rx, dental and vision</li>
<li>Company-paid life insurance for extra protection and peace of mind</li>
<li>Programs to stop smoking, diabetes management coaching, and on demand care options.</li>
<li>A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.</li>
<li>Paid time off from work for leisure or other hobbies.</li>
<li>A range of mental health services to assist you in managing daily life.</li>
</ul>
FLSA Status

<ul>
<li>Non-Exempt</li>
</ul>

Tools and Equipment Used: 

<ul>
<li>Laptop or desktop computer, phone, headset, webcam</li>
</ul>

Travel: 

<ul>
<li>No travel required</li>
</ul>
Work Address: 

<ul>
<li>Remote</li>
</ul>
Savers is an E-Verify employer.

<h3>Job Description</h3>
Job Description
We are seeking a second&nbsp;Call Center Supervisor to join our team! Our team is rapidly growing, and it is too big for just one supervisor. You will be responsible for&nbsp;assisting the current supervisor by helping&nbsp;the team, providing service information, and resolving issues. Responsibilities:
<ul>
<li>Handle customer inquiries and complaints from the team</li>
<li>Provide&nbsp;information about our services</li>
<li>Troubleshoot and resolve&nbsp;service issues and concerns</li>
<li>Document and update&nbsp;team records based on&nbsp;interactions</li>
<li>Develop and maintain a knowledge&nbsp;base of the evolving services</li>
</ul>
​Qualifications:
<ul>
<li>Previous experience in customer service, sales, or other related fields</li>
<li>Ability to build rapport with clients</li>
<li>Ability to prioritize and multitask</li>
<li>Positive and professional demeanor</li>
<li>Excellent written and verbal communication skills</li>
</ul>
Company DescriptionAt Hoffenmer, we do things differently. We’re entrepreneurial, innovative, and bold—constantly taking on exciting, fast-paced projects that keep things fresh and engaging. As a people centered company that genuinely invests in its employees, our goal is to continue bringing on amazing professionals to help expand our existing team of professionals. Our brand-new, state-of-the-art office was built to energize and inspire, offering: ✔ Modern ergonomic workstations ✔ An in-office café with premium coffee &amp; espresso ✔ Bakery-style breakfasts and complimentary lunches ✔ Paid lunch breaks ✔ A movie-theater setup for ultimate break-time relaxation 
<h3>Company Description</h3>
At Hoffenmer, we do things differently. We’re entrepreneurial, innovative, and bold—constantly taking on exciting, fast-paced projects that keep things fresh and engaging. As a people centered company that genuinely invests in its employees, our goal is to continue bringing on amazing professionals to help expand our existing team of professionals.\r\n\r\nOur brand-new, state-of-the-art office was built to energize and inspire, offering:\r\n✔ Modern ergonomic workstations\r\n✔ An in-office café with premium coffee &amp; espresso\r\n✔ Bakery-style breakfasts and complimentary lunches\r\n✔ Paid lunch breaks\r\n✔ A movie-theater setup for ultimate break-time relaxation

<h3>Job Description</h3>
Job Description
Call Center Supervisor
Location: Sandy Springs, GA - onsite
Are you prepared to lead a team that transforms lives and revolutionizes the customer experience? Serenity, a healthcare technology leader, is in search of a dynamic and mission-oriented Call Center Supervisor. Our goal is to empower individuals to take back their lives from challenging health issues through cutting-edge treatments like TMS and Ketamine. This leader will have a proven track record of driving exceptional results in a customer-centric call center environment.
*Trigger Warning: * This role involves working with suicidal patients, listening to trauma from PTSD patients, and carrying the responsibility to support these individuals; this may be triggering for some people.
Key Responsibilities:
<ul>
<li>Leverage data-driven insights to oversee intricate processes</li>
<li>Manage performance metrics, policies, and procedures</li>
<li>Identify opportunities to enhance customer service protocols</li>
<li>Provide valuable coaching, constructive feedback, and conduct performance evaluations</li>
<li>Foster a productive and achievement-oriented environment</li>
</ul>
Qualifications:
<ul>
<li>At least 1 year of experience as a customer service supervisor (REQUIRED)</li>
<li>Background in call center environment</li>
<li>Proficient in identifying and measuring core competencies and performance metrics</li>
<li>Passion for supporting individuals facing health challenges</li>
<li>Ability to make sound decisions amidst competing priorities</li>
<li>Exceptionally organized with acute attention to detail</li>
<li>Driven and self-motivated</li>
<li>Exceptional customer service, communication, problem-solving, and de-escalation skills</li>
</ul>
What We Offer:
<ul>
<li>Medical, Dental, Vision Insurance</li>
<li>Clear paths for growth and advancement</li>
<li>Competitive compensation ($50-55k)</li>
<li>No cold calling or sales involved</li>
<li>Generous PTO plus 10 major holidays off</li>
<li>401K retirement plan</li>
<li>Employee Referral Program</li>
</ul>
About Serenity:
Serenity is at the forefront of healthcare technology, leveraging advanced medical devices to provide individuals with long-term success, even after other treatments have fallen short. Grounded in evidence-based research and proven results, we are committed to helping individuals take back their lives through a groundbreaking technological approach to healthcare. Join us in making a meaningful impact on the lives of those we serve.
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Iug8X2Fv73

<h3>Job Description</h3>
Job Description
POSITION SUMMARY The Reservations Supervisor is primarily responsible for overseeing the day to day operations of the Reservations Department, ensuring that agents are following procedures and providing first rate service by effectively taking reservations and communicating guest inquiries accurately in a friendly and courteous manner; demonstrating patience, empathy, adaptability, consistency, clear communication, and knowledge necessary; have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. This position may be required to work nights, weekends and holidays.
This is an&nbsp;in-office position&nbsp;located at&nbsp;1624 Market St., Denver, CO 80202. The individual hired for this role is expected to be on-site and work in the office&nbsp;each day. Remote or hybrid work arrangements are not available for this position.&nbsp;&nbsp;
Call Center Perks:
<ul>
<li>Full time employees receive $250 monthly commuter bonus&nbsp;</li>
<li>Part time employees receive $150 monthly commuter bonus</li>
<li>Two meals provided to Call Center Team Daily</li>
<li>Flexible scheduling options to accommodate work-life balance</li>
</ul>
Shifts available:&nbsp;
Thursday through Monday
<ul>
<li>5:00pm to 1:00am</li>
<li>3:00pm to 11:00pm</li>
<li>2:00pm to 10:00pm</li>
</ul>
 SUPERVISOR RESPONSIBILITIES o Oversee Reservation Agents o Monitors and evaluates phone calls and emails ensuring agents are following TOG standard procedures o Weekly full venue checks using OpenTable to ensure agents are following procedures and monitor overbooking/ irregular patterns o Assign daily tasks and ensure they are done. Assign additional tasks as they arise o Review opening and closing check lists o Review coyle reports, address any concerns and acknowledge accomplishments o Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands. o Maintain accurate employee records pertaining to development and counseling o Ensures all updates/revisions are communicated properly to staff o Attend and facilitate meetings Reservationist Duties o Answering phones and emails when volume picks up or understaffed o Sending reports to management o Handles any difficult guests for reservationists o Works with management to remediate any issues o Follows up with guest recovery options OpenTable Management  Changing existing shifts/creating new ones  Closing days for Buyouts  Manage all updates i.e. Shift Notes, Bulletin Boards, Directions, Restaurant Info, Holidays Customer Service and Problem Solving  Quick thinker and able to step in and assist. Able to get to the bottom of an issue quickly to find a resolution that will satisfy the guest  Able to remain gracious, apologetic and pleasant to ensure a positive guest experience  Always ready to provide superior customer service at all times.  Knows the details of each property and is prepared to answer any difficult questions that may arise.  Anticipate guests needs, respond promptly however busy with their own workload Department SOP’s  Create and update manual, forms, related SOP’s, email templates  Creates worksheets for tracking information TRAINING Train reservationists, hosts, managers and DOP’s standard TOG Policy including but not limited to: o Verbiage o Reservation recommendations o Good customer service o Guest complaints o Shortel Phone use o OpenTable use SIDEWORK &amp; REPORTING  Oversee Gift Cards: Purchasing, Processing, Audit  Marketing: WDYHAU Tracking, Review Marketing Reports, Assign Comment Card Entries, Guest Report Exports, Concierge Reports  Side Projects for DOP’s &amp; Management: Comp sets, Printing training manuals, Data entry, Menu preparation, Worksheet creation/ editing  Reports: Oversee queue reports, Phone &amp; Email Monitoring Reports, Email Tracking Reports, Phone Report, Development Reports  ASSIST CENTRAL RESERVATIONS DIRECTOR WHEN NEEDED
The company offer the following Insurance benefits to all&nbsp;full time and variable benefit eligible&nbsp;employees (waiting period applies)
<ul>
<li>Medical</li>
<li>Dental</li>
<li>Vision</li>
<li>Group Life and Disability</li>
<li>Group Accident Insurance</li>
<li>Group Hospital Indemnity Insurance</li>
<li>Group Critical Illness Insurance</li>
</ul>
The company offer the following benefits to&nbsp;all employees&nbsp;regardless of position or status
<ul>
<li>Employee Assistance Program (EAP)</li>
<li>Dependent Care Benefit</li>
<li>Employee Dining Discounts and/or complementary meals onsite</li>
<li>Traditional and Roth 401K Plan</li>
<li>Commuter Benefits&nbsp;</li>
<li>Paid Time Off</li>
</ul>
 We use eVerify to confirm U.S. Employment eligibility.

<h3>Job Description</h3>
Job Description
Job Description: 
Under the supervision of the Call Center Manager, the Call Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily supervision of a team of Customer Service Representatives and Leads including motivating, training, and problem solving. The Call Center Supervisor also speaks with members in relation to scheduling new reservations and troubleshoot existing reservations. Additionally, the position is responsible for assisting the Call Center Manager with scheduling and time and attendance. 
Job Responsibilities: 
<ul>
<li>Monitor call queues and works with different departments to maintain and average speed of answer of 30 seconds or below and a shift call abandonment rate of 3% or below when delegated by management.</li>
<li>Understands all facets of operations including fleet dispatch, vendor dispatch, all call types.</li>
<li>Ensure employees have appropriate training and other resources to perform their jobs.</li>
<li>Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.</li>
<li>Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, and scheduling.</li>
<li>Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.</li>
<li>Answer questions and recommends corrective services to address customer complaints.</li>
<li>Assess department needs and support in the development of Call Center Policies and Procedures.</li>
<li>Measure performance with KPIs such as call interruptions, calls waiting etc.</li>
<li>Provide daily direction and communication to employees so customer service calls are answered promptly, efficiently and knowledgeably.</li>
<li>Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.</li>
<li>Handle tasks from multiple roles when staffed outside of peak times when role specialists are unavailable; overnight, weekends, holidays.</li>
</ul>
<ul>
<li>Supports the dispatch and case management roles as delegated by leadership.</li>
<li>Coordinates driver schedule updates in partnership with the dispatcher roles.</li>
<li>May require evening and/or weekend and/or overnight work.</li>
<li>Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.</li>
<li>Maintains 100% accuracy with all aspects of the position.</li>
<li>Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.</li>
<li>Any other duties as assigned by management.</li>
<li>Works as a first line of de-escalation for complaints received through the call center and escalates complaints to the Supervisor when appropriate.</li>
<li>Monitors breaks of office staff and reports any deficiencies in coverage</li>
<li>Assists in the development of training curriculum and guides.</li>
<li>Assists on Policy writing.</li>
</ul>
Schedules: Thursday to Monday and Friday to Tuesday 15:30 - 00:00

Call Center Supervisor I

<h3>Job Description</h3>
Job Description
THIS IS 100% ONSITE POSITION 
 
POSITION SUMMARY:
Under the supervision of the Chief Operating Officer oversees day-to-day operations for Addabbo’s call center. Coordinates administrative functions for the call center and serves as a surrogate Operator when needed.
 
RESPONSIBILITIES:
1. The Call Center Supervisor serves as a key team member working with the Chief Operation Officer to provide excellent customer service for the Speedy and Courteous processing of Addabbo’s incoming telephone calls( internal and external) 
2. Serves as a liaison between the health center and the clinic patients. In particular addresses patient complaints and concerns, regarding telephone issues, referring patients to the appropriate departments as necessary.
3. Investigates calls flow, and waiting times to ensure that the patient experience operates smoothly. 
4. Coordinates appointment reminders calls.
5. Monitors administrative compliance regarding all policies and procedures to ensure that the call center staff operates according to the organizations regulations and guidelines.
6. Provides thorough orientation for new operators and continual training for existing operators regarding their job function. 
7. Prepare and issue work schedules, deadlines, and duty assignments for the call center staff. 
8. Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. 
9. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. 
10. Evaluates the performance of the operators and prepares performance reviews for the Chief Operating Officer for final approval.
11. Conducts regular monthly meetings of the call center personnel to review policy and procedure, promote team work and address all employee suggestions and concerns. 
12. Coordinate activities with other supervisory personnel or with other work units or departments. 
13. Reports immediately to the Chief Operating Officer about unresolved operational problems when help is needed. Also reports on the general functioning of the call center.
14. Supports the medical personnel to implement the redesign model of health care service delivery.
15. Monitors department supplies and handles all requests for new supplies when necessary. 
16. Every two weeks, prepares time cards for administrative call center staff under his/her supervision for the Payroll Department. 
17. Implement corporate or departmental policies, procedures, and service standards in conjunction with management. 
18. Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance. 
19. Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies. 
20. May be required to perform other duties as assigned or when necessary. If such work becomes a permanent and regular part of the job, a new description will be prepared
 
MINIMUM QUALIFICATIONS:
• Bachelor’s degree from an accredited college or university with a major in Communications, office Management/Administration, Customer service Management or related field 
• Minimum of Three (3) years of recent Telephone operator/Customer service experience 
• Minimum of one(1) year supervisor experience
• Proficient in Microsoft Word and Excel.
• Excellent customer service/communication skills and attention to details.
• Ability to effectively manage a team of workers and work with a diverse group of people.
• Strong-interpersonal and communication skills.
• Solid organizational skills and an ability to oversee multiple projects effectively and efficiently.
• Creative problem solving, facilitation, collaboration and coordination skills.

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