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Supervisor Information Technology Services (Infrastructure) CalOptima CalOptima Health is seeking a highly motivated Supervisor Information Technology Services (Infrastructure) to join our team. The Supervisor Information Technology Services will assist the manager with overseeing technical assistance regarding hardware/software related requests through Information Technology Service Management (ITSM) elements such as incident management and request fulfillment. The incumbent will also assist with all requests for computer audits, disaster recovery planning and execution of such plans. The incumbent will assist management either directly or through the efforts provided by direct reports, which consist of assigned technical and operational personnel in the Information Technology (IT) group. The incumbent will provide oversight of assigned staff members in the day-to-day operations of the computer infrastructure and operations center units and will monitor and administer reviews for their staff. The incumbent will ensure that all policies and procedures of the organization and IT department are followed and executed in a professional manner. Position Information: 
<ul>
<li>Department: ITS- Infrastructure </li>
<li>Salary Grade: 314 - $99,902 - $159,843 ($48.03 - $76.8476) </li>
<li>Work Arrangement: Full Office **This position is eligible for telework in California.** </li>
</ul>
 Duties &amp; Responsibilities: 
<ul>
<li>50% - Supervisory
<ul>
<li>Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.</li>
<li>Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.</li>
<li>Responds to, updates and completes tickets generated by the Service Desk Ticket system and assigns them to other areas of the IT group accordingly.</li>
<li>Operates an efficient and trouble-free IT infrastructure environment in support of the company's day-to-day business operations.</li>
<li>Assists in recruitment, develops, mentors, supervises and appraises subordinates to provide an efficient and effective operation. Prepares and administers performance evaluations and recommends salary adjustments for staff when appropriate.</li>
<li>Supervises the daily activities of assigned staff to ensure timely and effective reporting, tracking, follow-up and communication of status to management and end-users. Develops and maintains subordinate team's work schedule to achieve optimal coverage and productivity. Performs daily time management and authorization for staff.</li>
<li>Ensures the physical safety of staff in the event of an emergency on premise and at remote sites.</li>
<li>Evaluates and recommends new technologies in desktop, mobility, server, network and storage technology to support business needs.</li>
<li>Collaborates with the team in creating new knowledge articles and updating and migrating existing knowledge articles to the ServiceNow Knowledge Base.</li>
<li>Monitors the Automatic Call Distribution (ACD) queue and ensure timely responses and resolutions within Service Level Agreements (SLAs) </li>
</ul>
</li>
<li>5% - Service Desk Support
<ul>
<li>Ensures that on-boarding tickets have been completed prior to the start date of a new hire, all equipment has been set up and tested and requested folder permissions granted.</li>
<li>Ensures that off-boarding tasks are completed timely, including the retrieval of assets and removal of credentials.</li>
<li>Advises and recommends improvements in organizational, operational, procedural and workflow plans.</li>
<li>Plays a key role in internal Outage processes, assigning tickets and promoting to Problems when necessary and assists in coordinating teams to troubleshoot to resolution.</li>
<li>Participates with on-call support for any production processing and/or infrastructure issues supported by the IT group.</li>
<li>Assists in managing the operation of a data center and its related infrastructure components, including coordinating the monitoring activities for data center server, storage and network communications.</li>
<li>Monitors communications on incident status to end-users and management and participates in more complex IT problem solving and advanced project work.</li>
<li>Aids in asset management and e-waste of IT infrastructure hardware.</li>
<li>Monitors and assigns tickets ensuring they are promptly distributed to the appropriate team members based on priority, complexity and skill set.</li>
<li>Provide and communicate daily and weekly ServiceNow metrics.</li>
<li>Assists with monthly server patching using Tanium. </li>
</ul>
</li>
<li>5% - Other
<ul>
<li>Completes other projects and duties as assigned. </li>
</ul>
</li>
</ul>
 Minimum Qualifications: 
<ul>
<li>Bachelor's degree in business administration, computer science or related field PLUS 3 years of senior level desktop, server, storage, network or telephony communications support experience required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. </li>
<li>3 years of progressive experience in Microsoft Office 365, Windows PC systems, Active Directory, and/or Microsoft SharePoint Online required. </li>
<li>Experience deploying, troubleshooting and managing Windows 10/11 and macOS/iOS devices in a corporate environment required. </li>
</ul>
 Preferred Qualifications: 
<ul>
<li>ITSM/ Information Technology Infrastructure Library (ITIL) certifications related to the provisioning of services. </li>
<li>CompTIA Security+, CompTIA A+ or HDI Support Center Analyst (SCA) certification. </li>
<li>Microsoft Windows certification. </li>
<li>Apple Certified Support Professional (ACSP), Microsoft Office Specialist (MOS) or equivalent experience. </li>
<li>2 years of supervisory experience or entry level leadership role, scheduling, delegating tasks and assigning resources. </li>
<li>Experience using IT service management solutions. </li>
<li>Government and/or health care experience with general understanding of Protected Health Information (PHI) and Personally Identifiable Information (PII).</li>
</ul>
 Required Licensure / Certifications: 
<ul>
<li>N/A</li>
</ul>
 Knowledge &amp; Abilities: 
<ul>
<li>Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. </li>
<li>Work independently and exercise sound judgment.</li>
<li>Communicate clearly and concisely, both orally and in writing.</li>
<li>Work a flexible schedule; available to participate in evening and weekend events.</li>
<li>Organize, be analytical, problem-solve and possess project management skills.</li>
<li>Work in a fast-paced environment and in an efficient manner.</li>
<li>Manage multiple projects and identify opportunities for internal and external collaboration.</li>
<li>Motivate and lead multi-program teams and external committees/coalitions.</li>
<li>Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.</li>
</ul>
 Physical Requirements (With or Without Accommodations): 
<ul>
<li>Ability to visually read information from computer screens, forms and other printed materials and information.</li>
<li>Ability to speak (enunciate) clearly in conversation and general communication.</li>
<li>Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.</li>
<li>Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.</li>
<li>Lifting and moving objects, patients and/or equipment 10 to 25 pounds</li>
</ul>
 Work Environment: If located at the 500, 505 Building or a remote work location: 
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.</li>
<li>There are no harmful environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate.</li>
</ul>
 If located at PACE: 
<ul>
<li>Work is typically indoors in a clinical setting serving the frail and elderly.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
 If located in the Community: 
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. </li>
<li>Employee will occasionally work outdoors in varied temperatures.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
 About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits &amp; Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the <a href="https://apptrkr.com/get_redirect.php?id=6296758&amp;targetURL=https://alliantbenefits.cld.bz/25caloptimacabenguide" target="_blank">2025 CalOptima Health Benefits Guide</a> regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is June 25, 2025 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: <a href="https://apptrkr.com/6296758" target="_blank">https://jobs.caloptima.org/jobs/supervisor-information-technology-services-infrastructure-505-city-parkway-west-california-united-states</a> Copyright ©2025 Jobelephant.com Inc. All rights reserved. <a href="https://www.jobelephant.com/" target="_blank">Posted by the FREE value-added recruitment advertising agency</a> jeid-acefa7cc4dc431458ce3f79fb4eba29e

Supervisor Information Technology Services (Infrastructure)

<h3>Job Description</h3>
Job DescriptionDescription:
The GREAT STATE TEAM is seeking Remote Extended Business Office (EBO) Supervisors to join our fast-growing teams! As an EBO Supervisor you will manage the performance, workflow, activity and standard of service for our EBO Customer Service Representatives who act directly in clients’ names to provide information to patients/account holders, resolve billing and payment issues, and collect payment in order to support client and public alike. The EBO Supervisor works to perform the duties below, as well as coach/train, handle escalated patient and client issues, ensure quality/compliance, and manage personnel matters.
 
**Veterans and Military Spouses Encouraged to Apply**
 
Duties include but are not limited to:
<ul>
<li>Monitors and manages performance, activity, and quality of assigned EBO Representatives in their teams.</li>
<li>Manages the scheduling, attendance and workflow of their team to maximize results for company, client, and members of the public.</li>
<li>Acts as supervisory backup in support of other department personnel.</li>
<li>Coaches and trains team and department personnel as required. Updates and maintains department-specific training material.</li>
<li>Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff.</li>
<li>Helps to make suggestions and implement ideas that improve team and department performance.</li>
<li>Interviews and screens job applicants for department positions.</li>
<li>Handles personnel and disciplinary issues for assigned staff as required.</li>
<li>Creates and conducts formal performance appraisals for assigned staff.</li>
<li>Completes assigned reporting and administrative tasks as required by the department.</li>
<li>Leads/Participates in meetings regarding EBO team &amp; department issues.</li>
<li>Makes/answers escalated calls in the name of the client in order to resolve billing and payment issues as necessary.</li>
<li>Ensures staff handle client and account holder correspondence with accuracy, timeliness and according to protocol.</li>
<li>Maintains internal and external compliant and personnel incident logs.</li>
<li>Acts as company representative, liaising and responding to Clients regarding information requests and issues as needed.</li>
</ul>
Additional Duties and Responsibilities:
<ul>
<li>Completes special projects or other work duties as assigned.</li>
<li>Participates in the resolution of client issues and nonconformities as needed.</li>
<li>Adheres to all FDCPA, FCRA, HIPAA and applicable laws.</li>
<li>Attend ACA’s Code of Ethics training annually.</li>
<li>Adheres to all SCS policies as stated in the Handbook.</li>
<li>Will assist others within the department in their duties when necessary.</li>
<li>Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company.</li>
<li>Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.</li>
<li>Utilizes company and client information systems successfully to gain results as a part of daily duties.</li>
</ul>
Qualifications, Skills, and Experience:
<ul>
<li>2+ years experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was a part of daily duties.</li>
<li>Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration.</li>
<li>Previous experience overseeing others, including duties such as: performance management, handling disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training.</li>
<li>Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding</li>
<li>Ability to enter and update data on company and client systems in an accurate, timely manner.</li>
<li>Experience with Artiva HealthCare and/or FACS a plus</li>
<li>Ability to work successfully in a fast-paced, deadline-oriented environment.</li>
<li>Strong organization skills. The ability to work on multiple tasks simultaneously.</li>
<li>Articulate written and verbal communication skills.</li>
<li>Focus upon customer service and deliverables.</li>
<li>Significant attention to detail.</li>
</ul>
We Offer a Comprehensive Benefits Package:
<ul>
<li>Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts</li>
<li>Paid time off starting at 90 days and annual profit sharing</li>
<li>7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day</li>
<li>Family Friendly Events</li>
<li>Wellness Programs/Gym Reimbursement</li>
<li>All necessary equipment and technical support provided</li>
</ul>
* Benefits eligibility is dependent upon FTE Status and Position
*All offers of employment are contingent upon successful completion of a criminal background check and references.
 
Your next great career move could be a click away. Apply now! State Collection Service is an Equal Opportunity Employer. All qualified applicants will be considered for employment regardless of age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. By following the link to apply, you are acknowledging that we have permission to contact you via phone, text or email to communicate with you regarding this positionRequirements:

Call Center Supervisor

<h3>Job Description</h3>
Job Description
Company: Central Indiana's Fastest Growing Home Improvement Company of it's kind selling #1 rated energy efficient windows and doors. The leader in providing quality products needed to make homes beautiful, safe and energy efficient. Providing windows, and doors, roofing, siding, and gutters for the home needed to keep energy bills low each month.
Position: Call Center Supervisor
Required Skills: • Exceptional consultative skills, ability to articulate, inspire, project confidence, overcome objections
Experience: • 5 years of outbound/inbound phone sales/call center management experience • A proven track record in an outbound phone sales environment is a MUST
Responsibilities: • Hire, train, and manage representative to qualify all hot leads and schedule estimate appointments
Position Offers: • Competitive Compensation • Career Growth • Team Environment
To Apply: All applicants must submit their updated resume along with their contact phone number. Once qualified, selected candidates will be contacted for a phone interview.
 #hc184607

<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 an experienced call center supervisor to join our 211 Palm Beach Treasure Coast team. 
The resource center supervisor provides direct supervision and support to assigned Resource Center staff, ensuring consistent delivery of high-quality services within the 211 Resource Center. Responsibilities include monitoring attendance, assisting with shift scheduling, evaluating productivity, and reviewing call handling for compliance with agency standards. Offer ongoing feedback, coaching, and performance support to team members. This role requires broad availability and flexibility to effectively meet operational needs and uphold the agency's mission
This position is for the overnight shift (11:00 PM – 7:30 AM) which will begin once fully trained and acclimated to the role. The training and transition period may take 60-90 days and will occur during daytime or varied hours based on training needs.
Responsibilities:
Foster a high-performing, supportive team environment within the Resource Center that emphasizes quality service, compliance, and staff well-being.
Supervise and support assigned team members, including monitoring performance, reviewing documentation for accuracy and completeness, addressing challenging calls, and providing debriefing and self-care support following crisis interventions.
Ensure consistent call center coverage and response to crisis lines by monitoring call volume and coordinating staffing, including managing callouts and scheduling shifts.
Assist with the onboarding process for new staff, including training, coaching and support.
Conduct regular one-on-one meetings and performance evaluations to address attendance, productivity, quality assurance, and professional development.
Enforce agency policies through progressive discipline and corrective actions in collaboration with management.
Provide direct and indirect 211 service coverage by handling crisis and information/referral calls as needed, including jumping into the call queue during periods of high volume or when specialists require support. Responsibilities include client assessment, crisis de-escalation, and appropriate resource linkage using the agency's database. Completion of required training is mandatory.
Maintain awareness of agency goals, KPIs, and contract deliverables to ensure compliance.
Attend mandated monthly staff meetings as well as department meetings and participates in required in-services, training sessions and conferences when appropriate to job responsibilities maintaining all annual training requirements.
Participate in on-call supervisory rotation and provide support to center due to unscheduled absences.
Responsible for special projects and other duties as assigned.
Minimum Requirements:
<ul>
<li>High School Diploma required. Associates degree in Human Services, Social Work, or a related field is preferred.</li>
<li>Minimum 2 years of supervisory experience and 2 years call center experience required.</li>
<li>Experience in a crisis intervention setting, such as a crisis center or related role preferred. This may include direct crisis response work, formal education or training in crisis theory or suicidology, or a combination of equivalent experience and education.</li>
<li>Familiarity with community resources preferred. </li>
<li>Bilingual (English/Spanish or English/Creole) Preferred.</li>
</ul>
Knowledge/Skills/Training
Strong interpersonal and communication skills to effectively engage with staff, clients, and community members
Proven ability to coach, mentor, and lead team members
Knowledge of crisis intervention, including suicidology and crisis management techniques
Demonstrates sound judgment, professionalism, tact, and adaptability
Effective organizational and time-management skills
Proficient in computer use, including databases and word processing software
Reliable attendance and punctuality
*** Continued employment is contingent upon the successful completion of all relevant training programs, associated requirements, and any recurrent training obligations.
The Agency:
 211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. The agency cultivates a caring and dynamic team to serve Palm Beach County and the Treasure Coast (five counties). Additional partners provided funding to support a quality, centralized access point for health, and human services information and crisis services. 2-1-1 was designated nationally by the FCC for information and referral purposes, and it became the telephone number for the agency's helpline.
211 Palm Beach/Treasure Coast's mission is to save lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day.
The position: Full time 
Benefits:
<ul>
<li>Health insurance</li>
<li>Dental insurance</li>
<li>Vision insurance</li>
<li>Employee assistance program</li>
<li>Life insurance</li>
<li>Paid time off</li>
</ul>
Work Location: Lantana, FL 33465
 
Local and national background clearance required.
 Job Posted by ApplicantPro

Resource Center/Call Center Supervisor

<h3>Job Description</h3>
Job Description
Call Center Supervisor
Location: Lehi, UT - 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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9VEvT3MAKN

<h3>Job Description</h3>
Job Description
Call Center Supervisor
Location: Provo, UT
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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Job Description – CALL CENTER SUPERVISOR
We are a leading essential services company delivering the highest quality service available to our thousands of customers. DEAR Services Heating, Cooling, Electric, Plumbing and Drain is looking for highly professional and organized Call Center Supervisor for our fast-paced business. The primary function of the Call Center Supervisor is to organize, manage and supervise our fast paced customer service department for orders and jobs for our Field Technicians. Call Center Managers utilize customer service training to educate and assist customers in choosing service and products. This position is aware of the importance of Field Technician incentive programs and ensures fair and equitable distribution as well as proper documentation of work.
Requirements
<ul>
<li>MUST HAVE PREVIOUS CALL CENTER SUPERVISOR EXPERIENCE OR OR LEAD MANAGEMENT EXPERIENCE.</li>
<li>Must be able to have flexible availability including weekends and some nights.</li>
<li>Must have strong communication skills, including a pleasant phone demeanor.</li>
<li>Must have practical experience in dispatching and the methodology behind efficient practices in dispatching.</li>
<li>Must be able to work with technicians to ensure the highest level of customer satisfaction and technical correctness of the completed job.</li>
<li>Must be able to utilize phone, cell phone, text, email and internet at a high level of expertise.</li>
<li>Must be motivated to work independently and multi-task.</li>
</ul>
All DEAR Services employees must be willing to follow our core values:
<ul>
<li>Safety First For Our Family and Theirs – Think Twice, Act Once</li>
<li>Delivering WOW Through Service – Exceeding Every Customer’s Expectations</li>
<li>Demonstrate the Highest Level of Integrity – Doing the Right Thing Even When No One is Watching</li>
<li>Great Place to Work – All for One and One for All</li>
</ul>
Benefits
<ul>
<li>Medical insurance</li>
<li>Life &amp; Disability insurance</li>
<li>Vision / Dental insurance options</li>
<li>Paid training time</li>
<li>Paid holidays and vacations (PTO starts after 90 days and grows from there)</li>
<li>Your birthday off</li>
<li>Paid wellness days</li>
<li>Financial wellness program</li>
<li>Advancement Opportunities</li>
</ul>
Compensation
<ul>
<li>$70K /YR DOE</li>
</ul>
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

<h3>Job Description</h3>
Job DescriptionDescription:
GENERAL SUMMARY
 
The Call Center Supervisor is in charge of overseeing a team of call center representatives, monitoring their performance, providing feedback and coaching, and resolving any issues that arise during the calls. The Call Center Supervisor also communicates with other supervisors and managers to ensure consistency and alignment across the call center. 
 
Requirements:
ESSENTIAL JOB FUNCTION/COMPETENCIES
Responsibilities include but are not limited to:
 
<ul>
<li>Answers staff questions and provides guidance and feedback.</li>
<li>Takes over calls when needed if escalated for customer service satisfaction.</li>
<li>Measures performance with key metrics such as call abandonment and call waiting.</li>
<li>Oversees staff work schedule to ensure proper skill mix and adequate staffing levels are maintained during each workday.</li>
<li>Manages staff performance, provides real-time coaching and feedback, and holds individuals accountable to meet or exceed the performance standards.</li>
<li>Resolves any technical issues that affect the call center representatives or the customers.</li>
<li>Performs other position related duties as assigned.</li>
<li>Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.</li>
</ul>
 
CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS
 
<ul>
<li>N/A</li>
</ul>
 
KNOWLEDGE | SKILLS | ABILITIES
 
<ul>
<li>Excellent verbal and written communication skills.</li>
<li>Excellent organizational skills and attention to detail.</li>
<li>Customer-oriented with ability to remain calm in difficult situations.</li>
<li>Strong problem-solving skills.</li>
<li>Skill in using computer programs and applications including Microsoft Office.</li>
<li>Complies with HIPAA regulations for patient confidentiality.</li>
<li>Ability to work independently and manage deadlines.</li>
</ul>
 
EDUCATION REQUIREMENTS
 
<ul>
<li>High School Diploma or equivalent required. Associate or higher degree preferred.</li>
</ul>
 
EXPERIENCE REQUIREMENTS
 
<ul>
<li>Must have previous call center experience.</li>
<li>Must have previous work experience in healthcare - medical group practice strongly preferred.</li>
</ul>
 
REQUIRED TRAVEL
 
<ul>
<li>N/A</li>
</ul>
 
PHYSICAL DEMANDS
 
Carrying Weight Frequency
1-25 lbs. Frequent from 34% to 66%
26-50 lbs. Occasionally from 2% to 33%
Pushing/Pulling Frequency
1-25 lbs. Seldom, up to 2%
100 + lbs. Seldom, up to 2%
Lifting - Height, Weight Frequency
Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%
Floor to Chest, 26-50 lbs. Seldom: up to 2%
Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%
Floor to Waist, 26-50 lbs. Seldom: up to 2%

<h3>Job Description</h3>
Job DescriptionDescription:
Schedule: Monday-Friday 8a-5p
Salary: $30-35/hr.
Job Summary: The Call Center Supervisor oversees the planning, implementation, and evaluation of call center support teams. This role involves managing team leads, providing program oversight, ensuring project goals are met, and collaborating with program managers to improve call center delivery and outcomes.
Key Responsibilities:
<ol>
<li>Team Leadership and Management:
<ul>
<li>Supervise, mentor, and manage a team of Call Center representatives and provide support to Call Center project managers.</li>
<li>Provide guidance and support to Call Center team members, fostering a collaborative and productive work environment.</li>
<li>Conduct regular performance reviews and identify development opportunities for team members.</li>
<li>Ensure team adherence to policies, procedures, and best practices.</li>
</ul>
</li>
</ol>
<ul>
<li>Participate in All-Staff Department meetings and in cross-functional workgroups created to maintain and develop the program.</li>
</ul>
<ol>
<li>Project Oversight:
<ul>
<li>Oversee the planning, implementation, and evaluation of Call Center operations.</li>
<li>Manages resource utilization to ensure appropriate delivery of care to members, adequate coverage for all tasks, and job responsibilities.</li>
</ul>
</li>
</ol>
<ul>
<li>Ensure projects are aligned with organizational goals and regulatory requirements.</li>
<li>Monitor project progress, manage risks, and ensure timely completion of project deliverables.</li>
<li>Lead weekly meetings with Call Center teams and provide overarching team updates, set expectations, exchange ideas, concerns, what’s working well with teams, and areas for improvement.</li>
</ul>
<ol>
<li>Compliance and Quality Assurance:
<ul>
<li>Evaluates current processes of Special Program’s support functions; recommends changes for increased efficiencies and improved outcomes.</li>
<li>Conduct regular audits and reviews to ensure compliance with internal and external standards.</li>
</ul>
</li>
<li>Data Management and Reporting:
<ul>
<li>Oversee the collection, analysis, and reporting of Call Center project data.</li>
<li>Generate and analyze reports on project performance, outcomes, and service utilization.</li>
<li>Provide regular updates and reports to senior management and stakeholders.</li>
<li>Provide insights and recommendations to improve Call Center practices and outcomes.</li>
</ul>
</li>
<li>Training and Development:
<ul>
<li>Stay current with industry trends, best practices, and regulatory changes.</li>
<li>Promote continuous learning and professional development within the team.</li>
<li>Knowledge and awareness of MMS HIP QUE system.</li>
</ul>
</li>
<li>Process Improvement:
<ul>
<li>Identify and implement process improvements to enhance the efficiency and effectiveness of Call Center operations.</li>
<li>Collaborate with other departments to streamline workflows and improve service delivery.</li>
</ul>
</li>
<li>New Member Support:
<ul>
<li>Hires, trains, coaches, counsels, and evaluates performance of new hires.</li>
</ul>
</li>
</ol>
<ul>
<li>Review training requirements, navigating training tracks and setting expectations for the role and team.</li>
<li>Provide ongoing support through training period, monitor completions of trainings, monitor training tracks to ensure goals are met and address questions or concerns.</li>
</ul>
Requirements:

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