Call Center Evaluation, Call Center Operations, Call Centers, Coaching, Continuous Improvement, Corrective Action, Customer Escalations, Customer Satisfaction, Customer Support/Service, Documentation, Healthcare, High School Diploma, Leadership, Operations, Operations Planning, Performance Management, Performance Metrics, Process Development, Process Improvement, Team Lead/Manager
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Job ID 23464 – Customer Care Advocates Supervisor
Location: Lakeland, 33810 – This position is hybrid ( 3days in office /2 days remote )
Pay: $23.50-$24.50 per hour
Type: Contract to hire
Schedule: M-F, 10:30 AM to 7:00 PM EST
Must be flexible hours
Job description:
- Lead and supervise a team of Customer Care Representatives, providing coaching, performance management, training, and ongoing development to ensure exceptional customer service and team success.
- Oversee daily contact center operations, including call flow management, service levels, workload distribution, and resolution of escalated customer inquiries and complex issues.
- Monitor, evaluate, and improve team performance through call quality reviews, performance metrics, coaching sessions, and corrective action plans when necessary.
- Develop and maintain operational reports, attendance records, performance documentation, and training materials to support departmental goals and continuous improvement initiatives.
- Build strong relationships with internal stakeholders and external clients while identifying process improvements, enhancing customer satisfaction, and ensuring consistent service excellence.
Nice to have:
- College degree
- PBM or healthcare industry
- Leadership experience
Requirements:
- Must have (3) years of call center experience at a senior level capacity, lead or leadership experience preferred
- High school diploma or equivalent
- Background check required
- Drug screening required