Call Center Supervisor of Care (CT / Remote)

As a Call Center Supervisor of Care at FreedomCare, you'll lead a team of Care Support Specialists to ensure they provide outstanding service to our clients and caregivers. This includes mentoring team members, resolving escalated issues, and monitoring performance to meet our goals of excellence in customer service.

Ideal candidates for the Call Center Supervisor of Care role at FreedomCare should possess experience in managing teams, exceptional customer service skills, and a strong background in performance management. A minimum of three years in customer service, along with excellent communication and organizational skills, will set you up for success!

Yes! The Call Center Supervisor of Care position offers a remote work environment with occasional in-office events for team building and engagement. You will have the flexibility to work from home while still connecting with your colleagues in West Hartford, CT during quarterly meetups.

In the role of Call Center Supervisor of Care at FreedomCare, you have the unique opportunity to positively impact the lives of patients and caregivers. By leading your team with empathy and a positive attitude, you will help elevate the standard of care we provide, making a real difference in people’s lives.

At FreedomCare, we value professional growth and offer ongoing learning opportunities for our Call Center Supervisors of Care. We believe in investing in our employees through training programs, mentorship, and the encouragement of further development to help you reach your career aspirations.

The salary range for the Call Center Supervisor of Care role at FreedomCare fluctuates between $20 and $27 per hour, depending on experience, skill set, and other factors. This ensures that we provide competitive compensation while supporting your ongoing professional development.

FreedomCare promotes a healthy work-life balance by offering flexible remote work options and ensuring that our Call Center Supervisors of Care have the time they need to excel in their roles while also enjoying personal time outside of work.

When addressing conflict within the team, it's essential to first listen to each party involved to understand their perspectives. By facilitating open communication, you can help clarify misunderstandings and work towards a collaborative solution. Show yourself as a mediator, and emphasize the importance of our values at FreedomCare to foster a respectful and productive work environment.

Motivating a team involves understanding individual strengths and challenges. I believe in setting clear performance goals, celebrating achievements, and providing constructive feedback. Recognizing team efforts not only boosts morale but also fosters a positive environment that aligns with FreedomCare’s values.

Providing exceptional customer service starts with listening actively to customers and understanding their needs. Following that, I ensure ongoing training for my team and leverage technology to streamline communication. At FreedomCare, we focus on maintaining empathy and clear communication to create a satisfying experience for everyone involved.

I believe in creating a continuous performance management process that involves regular check-ins, clear expectations, and measurable metrics. At FreedomCare, I would utilize data-driven evaluations alongside qualitative feedback to ensure that each Care Support Specialist is thriving in their role.

In high-stress situations, it’s important to stay calm and prioritize issues based on urgency. I would ensure clear communication with my team and encourage problem-solving techniques that align with our values at FreedomCare—keeping a positive attitude can help manage stress effectively.

Key qualities for a successful Call Center Supervisor include excellent communication skills, empathy, leadership ability, adaptability, and a strong problem-solving mindset. At FreedomCare, these qualities resonate with our approach to improving care and ensuring our team feels supported.

I once identified recurring issues in the customer service process due to communication gaps. By implementing training sessions focused on resolving common queries efficiently, we improved our response times significantly. At FreedomCare, I would continue to innovate and refine our processes to enhance the overall customer experience.

Training new team members is about blending knowledge transfer with hands-on experience. I focus on pairing them with seasoned team members, providing resources, and cultivating an inclusive learning environment to ensure they feel confident and valued as part of the FreedomCare team.

Effective workload management involves understanding each team member’s strengths and capacities. I prefer using planning tools to distribute tasks equitably while continuously monitoring performance and making adjustments as necessary to ensure we meet our service goals without compromising quality.

As a Call Center Supervisor, my motivation stems from the positive impact we can make in people’s lives through exceptional service. I strive to inspire my team by fostering a supportive atmosphere where everyone recognizes their role in helping our clients succeed—this aligns perfectly with FreedomCare’s mission.