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

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Quality Supervisor, Retail Customer Care, you'll play a vital role in shaping the future of customer service by leading a team of Quality Coordinators and driving quality initiatives that make a lasting impact. If you're passionate about quality, customer satisfaction, and team leadership, we invite you to join our dynamic team and embark on a rewarding career journey.

About arenaflex

arenaflex is a leading healthcare company that's committed to transforming the way we deliver healthcare services. Our purpose is to bring our heart to every moment of your health, and we're dedicated to making healthcare more personal, convenient, and affordable. At arenaflex, we believe that our employees are the driving force behind our success, and we're passionate about creating a culture that empowers and inspires our team members to excel.

Our Heart At Work Behaviors

Our Heart At Work Behaviors are the foundation of our culture, and they support our purpose of delivering exceptional customer experiences. These behaviors include:

• Empathy: We put ourselves in our customers' shoes and understand their needs.
• Integrity: We act with honesty, transparency, and accountability.
• Respect: We value and respect our customers, colleagues, and communities.
• Accountability: We take ownership of our actions and results.
• Collaboration: We work together to achieve our goals and exceed expectations.

Job Summary

As a Quality Supervisor, Retail Customer Care, you'll be responsible for leading a team of Quality Coordinators and driving quality initiatives that improve customer satisfaction and loyalty. You'll work closely with internal partners to standardize policies, practices, and procedures, and ensure that our customer service agents meet department key performance indicators (KPIs). Your expertise will help us create a positive team environment that supports and reinforces best-in-class customer service practices.

Key Responsibilities

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

• Collaborate with trainers and QA Reps 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 of 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, including identifying and implementing processing efficiencies, identifying trends, and continuing education opportunities.
• Host and facilitate internal, external, or QA team calibrations to track results.
• Support Quality Initiatives for the 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 process for new hires.

Essential Qualifications

* 2+ years 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 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 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 our heart into caring for our colleagues and our communities.
• The Company offers a full range of medical, dental, and vision benefits.
• Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.
• The Company 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, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

How to Apply

If you're passionate about quality, customer satisfaction, and team leadership, we invite you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job!

Application Deadline

We anticipate the application window for this opening will close on: 09/20/2024

Equal Employment Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. We're committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from candidates of all backgrounds and perspectives. Apply for this job