Call Center Supervisor

Company Overview:
Empowering Health, Enriching Lives: True Care’s Enduring Mission

At True Care, we stand as a beacon of compassion and excellence in home healthcare. With a profound commitment to enhancing the quality of life for individuals and families, our mission is to provide holistic, personalized care that empowers health and enriches lives.

Every day, we embark on a journey to bring comfort, vitality, and dignity to those we serve. Our mission is driven by a deep understanding of the unique needs and aspirations of each individual under our care. We believe that home is not just a place but a sanctuary where healing and well-being flourish best. Hence, we endeavor to make this sanctuary a haven of health and happiness.

We pledge to create a nurturing environment where our clients and their families feel heard, valued, and supported. Our highly trained and empathetic professionals are not just caregivers but partners in the pursuit of well-rounded wellness. With a focus on open communication, collaboration, and respect, we forge lasting relationships that transcend the boundaries of traditional healthcare

Our mission is to be a guiding light, illuminating the path toward optimal health and well-being. As we navigate challenges and triumphs together, we remain resolute in our dedication to uplifting lives, one compassionate interaction at a time.

At True Care, we don't just offer home healthcare – we offer hope, healing, and a brighter tomorrow.

Position title: Call Center Supervisor

Location: Full-time Monday-Friday 9 am-5 pm on-site in Brooklyn, NY

Position summary: The Call Center Supervisor oversees Call Center Representatives and manages the development, implementation, coordination, and supervision required to maintain an efficient operation. The Call Center Supervisor ensures all policies and procedures are designed to support customers and meet regulatory requirements

Key Responsibilities:

• Hiring, training, and preparing Call Center Representatives to respond to clients' questions and complaints and troubleshoot problems


• Effectively communicate ideas and directions


• Ensures that all direct reports maintain job requirements pertinent to assigned positions at all times. Ensures departmental standards and practices are consistent with goals


• Manage reports and projects.
  


• Review office performance and identify areas of improvement in conjunction with other departments.


• Regularly meets with staff members to review performance and provide guidance towards success


• Drives the operational success of the call center per the expectations set by the Call Center Manager

Required Qualifications:

• Bilingual in Spanish is preferred


• Call center, customer service, or supervisory experience may be required.


• Proficiency with technology, especially computers, software applications, and phone systems


• Strong understanding of company products, policies, and services


• Excellent problem solving, leadership, and customer service skills
  


• Computer and telephone system proficiency


• Ability to coach, train, and motivate employees and evaluate their performance


• Exceptional verbal and written communication skills


• Experience using a switchboard, triaging calls in HHA eXchange is an advantage


• High School Diploma or equivalent, but some college education, especially in management, is preferred
  
  

Benefits:

• Health, dental, and vision insurance


• 401(k) with company match


• PTO and paid holidays


• Professional development opportunities


• Mission-driven work in an innovative healthcare space