Job Description

BroadPath is a company that thrives on fostering personal growth and professional excellence. We seek a qualified and passionate  Call Center Supervisor. Our  Call Center Supervisor will be   results-driven, personable, and passionate about delivering exceptional customer experiences. The Supervisor will oversee their team of agents' day-to-day operations, including coaching, customer escalations, and training, and provide additional support to the team. Supervisors must maintain team performance and quality standards based on established metrics and benchmarks.

• Accountable for the daily, weekly, and monthly activities of all team members
• Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met
• Ensures compliance with policies, procedures, and state and federal regulations
• Monitor performance and provide coaching and feedback to team members
• Assists the team with escalated calls as needed
• Monitors team chat to answer questions and discuss project priorities with the team
• Assist Workforce Management in developing and managing schedules
• May be managing local and remote team members
• Monitor and evaluate team calls on a daily/weekly basis

• Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)
• Experience managing employee performance including coaching to call center metrics
• Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
• Experience with support channels including telephone, email, and chat
• Excellent verbal and written communication skills
• High school diploma or equivalent

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation:   BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

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