100% Remote Call Center Supervisor with Health Fortune Id-1974

Job Summary:

The Operations Supervisor will oversee and manage the daily operations of the Tech Support Specialist team, ensuring high-quality service and efficient resolution of technical issues. This role requires a leader with a strong background in call center environments, excellent attention to detail, and the ability to handle high-stress situations while maintaining a flexible and goal-oriented approach.


This person will be managing a team of 10 consultants working the over-night (11pm-7am) shift, weekends and holidays, so will have to available for this type of coverage.

 

Key Responsibilities:


Supervision and Leadership

  1. Lead, mentor, and supervise a team of 14-30 Tech Support Specialists.
  2. Foster a high-performance culture and ensure team members meet performance targets.
  3. Conduct regular team meetings and one-on-one sessions to provide feedback and development opportunities.


Operations Management

  1. Monitor and manage daily operations using ServiceNow, ensuring compliance with HIPAA and other regulatory requirements.
  2. Oversee email communications and team collaboration using Outlook and Microsoft Teams.
  3. Ensure efficient browser navigation and web-based troubleshooting by the team.


Performance Monitoring

  1. Track and analyze team performance metrics to identify areas for improvement.
  2. Implement strategies to enhance team productivity and service quality.
  3. Ensure proper ticket handling and resolution documentation.


Training and Development

  1. Provide ongoing training to team members to stay current with product updates, industry trends, and best practices.
  2. Develop training materials and programs to address skill gaps and enhance team capabilities.


Customer Interaction

  1. Handle escalated customer complaints and provide elevated technical support expertise.
  2. Ensure high levels of customer satisfaction through effective problem resolution and communication.


Must Have:

  • Need to have 5+ years of experience supervising employees in a call center environment.
  • High School Diploma or GED required.
  • Minimum of 5 years of experience answering inbound phone calls.
  • At least 3 years in customer service or equivalent experience.
  • At least 12 months of technical support experience.
  • Proficient in client management ticketing applications.
  • Ability to type a minimum of 65+ words per minute with 90% accuracy (must pass a typing test).
  • Demonstrated job stability with longevity in previous employment.
  • Experience in call center software support, not engineering roles.
  • Commitment to long-term employment and seeking permanent opportunities.
  • High-speed internet and a quiet, uninterrupted, and private workspace.
  • Perfect attendance during the first 60 days of employment, with no scheduled trades or time off during training and nesting.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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