**Experienced Customer Service Supervisor – Call Center Operations and Team Leadership**

Are you a seasoned customer service professional with a passion for leading high-performing teams and delivering exceptional service experiences? Do you thrive in fast-paced call center environments and have a knack for resolving complex customer issues? If so, we invite you to join blithequark's Customer Service Fitness (CSF) department as a Supervisor, Customer Service. **About blithequark** blithequark is a leading provider of innovative health and wellness solutions, dedicated to empowering individuals to take control of their health and well-being. Our team of passionate professionals is committed to delivering exceptional customer experiences, and we're seeking a talented Customer Service Supervisor to join our ranks. **Job Summary** As a Supervisor, Customer Service, you will be responsible for leading a team of customer service representatives, providing expert guidance and support to ensure exceptional customer experiences. You will be the driving force behind our call center operations, ensuring that customer inquiries are handled efficiently and effectively. Your leadership skills, combined with your passion for customer service, will make you an invaluable asset to our team. **Responsibilities** * Supervise a team of customer service representatives, providing coaching, counseling, and training to ensure they meet performance standards * Monitor performance metrics, including call handling times, first-call resolution rates, and customer satisfaction scores * Conduct regular team meetings to discuss performance, provide feedback, and set goals * Develop and implement process improvements to enhance customer service experiences * Collaborate with management to achieve team and department goals * Provide expert guidance and support to customer service representatives on complex customer issues * Conduct quality reviews of recorded calls to ensure compliance with call center procedures * Meet with each team member on a monthly basis to review performance and provide feedback * Conduct team-building activities to foster a positive and inclusive team culture * Educate staff on all policies and procedures, including those related to customer service and call center operations * Interview and make recommendations for open positions in the call center * Maintain scheduling, timecards, and related reports * Ensure calls are answered in a timely manner by monitoring calls on the ACD system * Monitor all queues according to blithequark Performance Standard goals * Work closely with management to achieve team and department goals * Perform necessary research, resolving issues and responding to inquiries from internal and external customers * Research and resolve escalated calls * Take calls requiring assistance from a supervisor * Assist staff by silent monitoring calls and taking over if needed * Research issues thoroughly by interfacing with management or other departments * Assist in updating and implementing policies and procedures as needed **Qualifications** * High school diploma required * 2-4 years of progressive experience in customer service, preferably in a call center environment * Lead or supervisory experience in a call center environment required * Health care or health insurance experience preferred * Knowledge of Microsoft Office (Word, Excel, Outlook) required * Experience with a Workforce Management tool preferred **Core Competencies** * Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships * Ability to display excellent customer service to meet the needs and expectations of both internal and external customers * Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment * Ability to effectively organize, prioritize, multi-task, and manage time * Demonstrated accuracy and productivity in a changing environment with constant interruptions * Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions * Ability to exercise strict confidentiality in all matters **Work Environment and Physical Requirements** * Primarily sedentary, able to sit for long periods of time * Ability to speak, see, and hear other personnel and/or objects * Ability to communicate both in verbal and written form * Ability to travel within the facility * Capable of using a telephone and computer keyboard * Ability to lift up to 10 lbs **Remote Work Considerations** * Candidates selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment * Must have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed) **Compensation and Benefits** * $45,000 Full-Time Annual Salary * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional growth and development **How to Apply** If you're a motivated and customer-focused leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an Equal Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive work environment that values and respects all employees. We welcome applications from qualified individuals of all backgrounds and perspectives. **Accommodations for Individuals with Disabilities** If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702. **Pay Transparency** blithequark complies with state and federal wage and hour laws and compensation depends upon candidate's qualifications, education, skill set, years of experience, and internal equity. Apply for this job