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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.

Call Center Supervisor

<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:

<h3>Job Description</h3>
Job Description
Lead a fast-paced procurement team to ensure accurate and timely file flow, drive operational excellence, and serve as a key liaison between human resources, customer service, and department personnel. Your ability to influence and develop Procurement Analysts directly contributes to the company's service quality and team morale. 
Job Title: Medical Call Center Supervisor
Location:
Onsite | Fort Worth, TX - 76109
Compensation &amp; Schedule:
• Pay Range: $20–$26/hr
• Schedule: Monday–Friday, 8:00 AM – 5:00 PM
• Direct Hire
KEY RESPONSIBILITIES:
• Direct daily production flow and supervise a designated team in procurement functions
• Ensure department meets service quality standards and procedural compliance
• Oversee employee training, protocol updates, and distribute operational changes
• Handle department-specific HR matters and foster a productive team culture
• Conduct routine reviews of reports, invoices, and departmental logs
• Fill in for management as needed and attend meetings or overnight travel when required
• Ensure adherence to safety standards and IIPP compliance
MINIMUM QUALIFICATIONS
• High school diploma or equivalent - will be verified
• Must have 2+ years of past supervising experience
• Must have 2+ years of call center experience
• Must have 2+ years of medical experience 
• 2–3 years’ experience in a professional office setting
• Strong leadership, organizational, and communication skills
• Proficient in Microsoft Office Suite
CORE TOOLS &amp; SYSTEMS
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft Teams
• Internal procurement or ERP systems (as applicable)
PREFERRED SKILLS
• Prior supervisory experience
• Strong analytical and problem-solving skills
• Ability to thrive in a high-volume, production-driven environment
 
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from CornerStone and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at: <a href="https://www.cornerstonestaffing.com/privacy" target="_blank">https://www.cornerstonestaffing.com/privacy</a>
 
 
#FW123
Company DescriptionCornerStone Staffing has been servicing the Dallas-Fort Worth metroplex since 1991. We are committed to supporting our community through our core values of compassion, integrity, self discipline, and faith. CornerStone currently has 11 offices across the Metroplex to serve your needs. If you are a job seeker looking for short-term supplemental income or a full-time position that will launch a new career, we can assist you in finding the right opportunity! 
<h3>Company Description</h3>
CornerStone Staffing has been servicing the Dallas-Fort Worth metroplex since 1991. We are committed to supporting our community through our core values of compassion, integrity, self discipline, and faith.\r\n\r\nCornerStone currently has 11 offices across the Metroplex to serve your needs. If you are a job seeker looking for short-term supplemental income or a full-time position that will launch a new career, we can assist you in finding the right opportunity!

Medical 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
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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<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>
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