Experienced Quality Supervisor, Retail Customer Care (Remote) – Driving Excellence in Customer Experience

At arenaflex, we're dedicated to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Quality Supervisor, you'll play a vital role in shaping the future of customer care, driving excellence, and fostering a culture of innovation and collaboration. If you're passionate about quality, customer satisfaction, and team leadership, we invite you to join our dynamic team and embark on an exciting journey with arenaflex.

About arenaflex

arenaflex is a leading healthcare organization that's committed to transforming the way healthcare is delivered. With a heart-centered approach, we strive to make healthcare more personal, convenient, and affordable for everyone. Our Heart At Work Behaviors support this purpose, empowering our colleagues to feel empowered by the role they play in shaping our culture and accelerating innovation.

Job Summary

As a Quality Supervisor, you'll provide daily leadership, management, and guidance to Quality Coordinators, ensuring they meet department key performance indicators (KPIs) and deliver exceptional customer experiences. You'll collaborate with internal partners to standardize policies, practices, and procedures, and partner with Quality Coordinators to drive quality improvements. Your expertise will help us create a positive team environment that supports best-in-class customer service practices.

Key Responsibilities

* Mentor and coach Quality Coordinators by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.

• Collaborate with trainers and Quality Representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Adhere to HR policies and procedures, including interviewing and hiring colleagues, colleague development, annual employee reviews, and progressive discipline, including terminations.
• Manage productivity goals, staffing, and daily tasks.
• Make recommendations to management regarding the development of policies and procedures, identify and implement processing efficiencies, and identify trends and continuing education opportunities.
• Host and facilitate internal, external, or Quality team calibrations to track results.
• Support Quality Initiatives for the Retail Customer Care (RCC) Team.
• Partner with Operations and Knowledge Teams for recommendations for process changes/revisions that would impact improved performance and customer experience.
• Create and maintain onboarding processes for new hires.

Essential Qualifications

* 2+ years of continuous customer service experience, preferably in a call center environment.

• Ability to multitask and quickly resolve issues in a fast-paced environment.
• Effective communication skills and ability to motivate others.
• Previous coaching, mentoring, and development experience.
• Demonstrated proficiency using Microsoft Office applications with the ability to create and present data to targeted audiences, both internal and external, in a professional manner.
• Self-directed with strong analytical, problem-solving, interpersonal, and PC skills.

Preferred Qualifications

* 1+ years of previous supervisory or equivalent experience in a progressively responsible role.

• Experience with managing escalations and resolving problems.
• Bi-lingual in Spanish.

Education

* High School Diploma, GED, or equivalent work experience. Bachelor's Degree preferred.

Compensation and Benefits

The typical pay range for this role is: $43,888.00 - $93,574.80 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the arenaflex 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Why Join arenaflex?

* Collaborate with a talented team of professionals who share your passion for quality and customer satisfaction.

• Enjoy a dynamic work environment that fosters innovation, creativity, and growth.
• Develop your skills and expertise through ongoing training and development opportunities.
• Make a meaningful difference in people's lives by delivering exceptional customer experiences.
• Enjoy a comprehensive benefits package that supports your physical, emotional, and financial well-being.

How to Apply

If you're a motivated and results-driven leader who is passionate about quality and customer satisfaction, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you!

Application Deadline

We anticipate the application window for this opening will close on: 09/20/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply Job! Apply for this job