LA Care Supervisor

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you an exceptional leader who AIMS HIGHER. REACHES FARTHER when it comes to engaging others to achieve success? Can you ACT BOLD.BE PASSIONATE in delivering constructive feedback to individuals that will help improve their skills? Can you BE ONE.HELP MANY that encourages everyone to be their best in everything they do and provide an excellent customer experience each time? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

THIS IS FOR YOU!

We are hiring a Supervisor who will support a team of customer service representatives remotely in the US. This Supervisor is responsible for training, coaching, and motivating a team of people in a fast-paced, quickly changing remote call center environment. The supervisor ensures the work performed by each team member is done correctly and according to approved conduct guidelines, client and company processes, and policies. They answer questions, handle escalations, and provide feedback to managers and clients. They also assist in hiring new employees while monitoring their team’s success on an ongoing basis. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

RESPONSIBILITIES:

• Effectively lead a team using supervisory skills including, but not limited to, time management, planning, communication, and coaching skills
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, employee engagement, and team development
• Assist leadership with daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling
• Provide daily direction and performance feedback to agents so that all calls are handled in a timely, efficient and knowledgeable manner
• Handle and de-escalate customer service complaints
• Coach and develop customer service employees by auditing live calls or doing side-by-sides and delivering real-time feedback
• Ensure adherence to all company policies and procedures, including work at home requirements, equipment care and return, attendance, conduct, and performance
• Responsible for team achieving client goals
• Manage schedule adherence, including Agent State
• Meet with individual agents on a weekly basis to discuss goals, objectives, and issues
• Manage time-off requests and attendance
• Make effective/appropriate decisions relative to corrective action as required

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 25 Mbps Download Speed & 15 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services) 
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use) 
• Dedicated, Quiet, & Secured Workspace with No Distractions 
• A USB Wired Headset with Noise Canceling Microphone 

ADDITIONAL REQUIREMENTS:

• 2-3 years of experience in a leadership role such as Supervisor or Subject Matter Expert (SME)
• Must have completed LA Care client training
• Healthcare call center experience a plus
• High school diploma or equivalent
• Knowledgeable with Microsoft 365 programs such as Excel and Word
• Excellent verbal and written communication
• Remote Management experience a plus
• Database management for client requirements
• Professional positive and motivating attitude
• Ability to mentor, motivate, and provide constructive feedback and coaching
• Varied shifts and days off based on the hours of operation (Mon-Fri 8am-8pm, Sat-Sun 9am-5pm EST + holidays), extended hours might be required

PERKS & BENEFITS 

• Stable Full-Time Employment
• Access up to 50% of your pay immediately after your shift 
• Health Insurance (Medical, Dental, Vision) & Other Benefits 
• Pet Insurance 
• Paid, Virtual Training 
• Remote work environment 
• Opportunity for Professional Development

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.