Care (Call) Center Supervisor

3 weeks ago

Saint Petersburg, United States GA Foods Full time
GA Foods is seeking an experienced Customer Care (Call Center) Supervisor to join its team at its corporate headquarters in St. Petersburg, Florida. The ideal Customer Care Center Supervisor will be a compassionate and skilled customer service leader who is interested in impacting the lives of others. This individual will be a key part of assuring courteous, accurate, and secure processing of customer orders and deliveries by their team.

General Purpose of Job

This Monday-Friday position will be responsible for ensuring perfect order compliance to our customer member base while maintaining CCR and FSR effectiveness. With direction from Care Center Leadership, the Care Center Supervisor will be responsible for supervising staff and activities of the Care Center and providing direct support for Field Service Representatives, ensuring customer satisfaction and meeting Corporate goals and objectives. Will train, assist, and provide support to Customer Care representatives and Field Service Representatives to optimize customer satisfaction levels.

Essential Duties

Including but not limited to:

Supervising the outbound outreach to members of multiple plans to ensure we are in compliance with contractual obligations
Monitoring team calls to ensure service levels meet scripting guidelines
Training and development of the team
Assisting with employee evaluations
Ensuring GA Policy and Procedure adherence by all team members

Preferred Customer Care Center Supervisor - Experience

Minimum of 2 years experience in a Supervisory role within a Call Center with 120+ employees. - Required
Associate's Degree - Preferred
Strong working knowledge of call center management and associated technology
Excellent telephonic communication skills
Good interpersonal, organizational, and troubleshooting skills
Team management and development experience (required)
MS Office & General Office Equipment
Healthcare Industry experience (helpful)

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a desk-bound role with typical office noise; however, frequent movement throughout the office is required. Frequent sitting, standing, and walking are daily activities. Some bending and filing may be required (

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