Summary
Join our team as a Weekend Supervisor and oversee a fast-paced, high-volume ticket queue, monitor team performance, handle escalations, and support caregivers and agencies in filling shifts on short notice. This fully remote, 6-month contract role requires experience supervising a customer service team, working in a high-volume environment, and navigating multiple technology platforms.
Requirements
- Experience supervising a customer service team and monitoring performance trends
- Experience working in a high-volume environment
- Proactive problem solver and able to handle difficult situations or customers as they arise
- Extensive customer service experience - Be friendly, positive and solutions-oriented
- Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures)
- Ability to navigate multiple technology platforms simultaneously
- Effective communication skills with clients, patients, caregivers and families
- Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus
- 5+ years of customer service experience preferred
- Fluency in Spanish is a plus
Responsibilities
- Oversee a fast-paced, high-volume ticket queue
- Flag urgent and high-priority items, and assign them to the appropriate team members
- Monitor team performance, coach SOAs, and ensure adherence to quality standards
- Handle escalations from clients and caregivers, ensuring timely resolutions
- Support caregivers and agencies in filling shifts on short notice, addressing real-time issues
- Utilize multiple software systems (including ZenDesk, Wellsky, AxisCare, and Google Workspace) to track cases and communicate effectively
- Prepare handoff reports for end-of-shift transitions
