Call Center Supervisor

At WelbeHealth, we are on a mission to bring the PACE Program (Program of All-Inclusive Care of the Elderly) to more underserved seniors in our each of communities in California and beyond. The PACE care model ensures our most vulnerable seniors are able to age well & independently with the wrap-around support of our interdisciplinary care team. Our core values and participant focus lead the way no matter what.

Alongside the leadership team of the Welbe Advocate Hub (Call Center), the Call Center Supervisor helps oversee call center operations (inbound calls) to provide exceptional customer service to our participants. The Call Center Supervisor focuses on oversight of daily operations of their assigned functional area of responsibility within the department and guides the mentorship and workflow of team members.

This is primarily a remote position that does require a candidate local to California. Travel to our markets are likely a few days per month for team meetings & training sessions.

Essential Job Duties:

• Hire, train, and develop new and existing team members within our call center department on the Inbound team.

• Ensure a highly effective inbound call center function that enables us to outstanding customer service to all participants & incoming callers reaching out to our organization.

• Help in identifying optimal workflows and establishing best practices for daily operations and policies/procedures as it relates to our customer service function.

• Provide support to the team, including the handling and resolving of urgent escalations with a high level of efficacy and courage to love

• Prepare reports and evaluate data to improve processes and monitor team performance

Job Requirements:

• Minimum two (2) years of supervisory-level experience within a call center environment, preferably in an inbound call center setting is required.

• Previous experience working in the healthcare industry, highly preferred.

• Demonstrated experience coaching, training, and motivating staff

• Lean Six Sigma and/or Process Improvement Certificate, preferred

• Knowledgeable with technology, especially software applications, phone systems, and electronic medical records systems

• Ability to work a varied schedule based on business needs & work on a Saturday once a month.

• Ability to travel to our market locations for training & team meetings a few days per month.

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

• Medical insurance coverage (Medical, Dental, Vision)

• Flexibility with remote, work from home schedule

• Work/life balance - we mean it! 17 days of personal time off (PTO), 12 holidays observed annually, sick time

• Advancement opportunities - We've got a track record of hiring and promoting from within, meaning you can create your own path!

• And additional benefits

Salary/Wage base range for this role is $67,829.78 - $81,395.73 annually + Bonus + Equity. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits. Actual pay will be adjusted based on experience and other qualifications.

Compensation

$67,829.78-$81,395.73 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

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