Experienced Quality Supervisor, Retail Customer Care (Remote) – Transforming Customer Experience through Excellence

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Quality Supervisor, you'll play a vital role in shaping the future of customer care, driving quality excellence, and fostering a culture of innovation and collaboration. If you're passionate about making a difference in the lives of customers and colleagues alike, we invite you to join our team and embark on a journey of growth, learning, and success.

About arenaflex

arenaflex is a leading healthcare company that's committed to transforming the way we deliver care. With a focus on innovation, empathy, and customer-centricity, we're redefining the healthcare experience for millions of people around the world. Our purpose is simple yet powerful: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, and we're dedicated to creating a culture that's guided by our Heart At Work Behaviors.

Position Summary

As a Quality Supervisor, you'll provide daily leadership, management, and guidance to the Quality Coordinators responsible for performing quality evaluations and administrative functions within the call center. You'll serve as a liaison with internal partners to standardize policies, practices, and procedures, ensuring that agents meet department key performance indicators (KPIs) and deliver exceptional customer experiences. Your key responsibilities will include:

• Mentoring and coaching QA Coordinators to enhance the customer experience through constructive analysis and measurable performance improvement goals
• Collaborating with trainers and QA Reps to establish a positive team environment that supports best-in-class customer service practices
• Adhering to HR policies and procedures, including interviewing and hiring colleagues, colleague development, annual employee reviews, and progressive discipline
• Managing productivity goals, staffing, and daily tasks
• Making recommendations to management regarding policy and procedure development, process efficiencies, and continuing education opportunities
• Hosting and facilitating internal, external, or QA team calibrations to track results
• Supporting Quality Initiatives for the RCC Team
• Partnering with Operations and Knowledge Teams for recommendations on process changes and revisions that impact improved performance and customer experience
• Creating and maintaining onboarding processes for new hires

Required 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 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, with opportunities for bonus, commission, or short-term incentive programs. arenaflex offers a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

Why Join arenaflex?

At arenaflex, we're committed to creating a culture that's guided by our Heart At Work Behaviors. We believe in empowering our colleagues to make a difference in the lives of customers and communities. As a Quality Supervisor, you'll have the opportunity to:

• Shape the future of customer care and drive quality excellence
• Foster a culture of innovation and collaboration
• Develop your leadership and coaching skills
• Work with a talented team of professionals who share your passion for customer-centricity
• Enjoy a comprehensive benefits package and competitive compensation
• Pursue ongoing education and development opportunities

How to Apply

If you're passionate about delivering exceptional customer experiences and shaping the future of healthcare, we invite you to apply for this exciting opportunity. Please submit your application by [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