Care (Call) Center Supervisor

Location

Saint Petersburg, FL | United States

Job description

GA Foods is seeking an experienced Customer Care (Call Center) Supervisor to join its team at its corporate headquarters in St. Petersburg, Florida. The ideal Customer Care Center Supervisor will be a compassionate and skilled customer service leader who is interested in impacting the lives of others. This individual will be a key part of assuring courteous, accurate, and secure processing of customer orders and deliveries by their team.

General Purpose of Job

This Monday-Friday position will be responsible for ensuring perfect order compliance to our customer member base while maintaining CCR and FSR effectiveness . With direction from Care Center Leadership, the Care Center Supervisor will be responsible for supervising staff and activities of the Care Center and providing direct support for Field Service Representatives, ensuring customer satisfaction and meeting Corporate goals and objectives. Will train, assist and provide support to Customer Care representatives and Field Service Representatives to optimize customer satisfaction levels.

Essential Duties

Including but not limited to:

• Supervising the outbound outreach to members of multiple plans to ensure we are in compliance with contractual obligations
• Monitoring team calls to ensure service levels meet scripting guidelines
• Training and development of the team
• Assisting with employee evaluations
• Ensuring GA Policy and Procedure adherence by all team members

Preferred Customer Care Center Supervisor - Experience

• Minimum of 2 years experience in a Supervisory role within a Call Center with 120+ employees. - Required
• Associate's Degree - Preferred
• Strong working knowledge of call center management and associated technology
• Excellent telephonic communication skills
• Good interpersonal, organizational, and troubleshooting skills
• Team management and development experience (required)
• MS Office & General Office Equipment
• Healthcare Industry experience (helpful)

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a desk-bound role with typical office noise; however, frequent movement throughout the office is required. Frequent sitting, standing, and walking are daily activities. Some bending and filing may be required (<10% of the time). This would require the ability to lift files (<10 lbs.), open filing cabinets and bend or stand as necessary. Over 2/3 of Time: See; Sit; Use hands to finger/handle/feel; Talk or Hear.

Position Type:

This is an onsite, full-time, non-exempt-level position.

Diversity and Inclusion:

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to GA Foods. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Equal Opportunity Statement:

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type 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.

Drug-Free Workplace / Equal Opportunity / Affirmative Action Employer

Job tags

Salary

$22 per hour