We are hiring an experienced Operations leader to Supervise our customer help desk Customer Advocate team. This team is the front line of support for clients, business partners and customers and manages our help desk ensuring that we are proactively intervening creating a positive member experience. This is an important role as it leads a team that directly interacts with our customers on a daily basis.
Our Supervisor of Customer Advocates duties and responsibilities will include, recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and mentoring; communicating job expectations, planning, monitoring, appraising and reviewing team member contributions. A strong focus on establishing and achieving team objectives by contributing information and recommendations to strategic plans and executing on those plans. Implementation of new processes that positively impact productivity, quality, customer service standards. Ability to resolve problems quickly. Meet financial objectives, forecast and execute FTE requirements based off volume, handle time and efficiency as well as customer service level expectations. Building a strong culture that is fun and inspires and motivates team members every single day, one that includes a nurturing environment where they excel through encouragement and empowerment.
Key qualifications:
- Bachelors degree
- 5 years of Customer Service related experience
- Minimum of 2 years in a leadership role
- Experience working with customer support teams preferred
- Understanding of key contact center performance metrics
- Understanding of efficiencies related to production functions
- Understanding of IVR set ups and call routing structures
- Working knowledge of customer service software, databases and tools
- Must have demonstrated excellent listening, interpersonal and leadership skills in addition to the ability to organize simultaneous tasks
- Analytical problem solver
- Results oriented approach
- Proficient on a Mac
- Self-Starter
- Comfortable with Google products i.e.; Gmail, google calendar, etc.
- Clear written and oral communication skills
- Ability to type proficiently
- Excellent time management skills
- Ability to adapt quickly in an ever-changing workplace
Benefits:
- Excellent health benefits
- Commuting subsidies
- Bright, big, sunny Downtown Boston office
- Cold brew coffee always on tap
- Opportunity to work at a mission-driven healthcare company
About Circulation:
Circulation is the first customizable, patient-centric digital transportation platform that seamlessly integrates with both healthcare systems and health plans and delivers a full suite of on-demand ride options including TNC, door-to-door, wheelchair and stretcher.
We are passionate about improving health outcomes and we're on a mission to fundamentally change the way individuals consume healthcare.