Care Center Supervisor

2 weeks ago


Phoenix, Arizona, United States Secure Transportation Full time

Position Overview

The Care Center Supervisor will support the Care Center Manager in guaranteeing the professional, efficient, and courteous management of all client, customer, and internal requirements.

Primary Responsibilities

· Ensure that all team members consistently embody the company's core values.

· Mentor, coach, and develop a team of Customer Care Representatives to ensure they handle calls effectively, providing exceptional service in an efficient manner.

· Act as the primary contact for any escalated calls from the team.

· Exhibit leadership qualities through courtesy, professionalism, and reliability.

· Handle inbound calls as necessary.

· Collaborate with other departments to resolve customer concerns.

· Assist in providing Quality Assurance feedback.

· Monitor and ensure that staff meet all service level objectives.

· Work closely with the Leadership Team on required tasks.

· Participate in job screening and interviewing processes.

· Offer recommendations to enhance operations without compromising quality.

· Contribute to the organization's growth by referring qualified candidates.

· Fill in for the Team Manager when required.

Education & Training

Must be trained in PHI, HIPAA, and Fraud, Waste, & Abuse regulations.

Knowledge and Experience

· Proficient in both oral and written communication.

· Exceptional and proven Customer Service skills.

· Must be adaptable, capable of multitasking, and able to thrive in a fast-paced environment.

· Industry knowledge is preferred.

· Strong understanding of the Internal Reservation process.

· Supervisory or managerial experience is preferred.

· The role may require extended periods of sitting.

Core Competencies

The ideal candidate will demonstrate effective communication skills, planning and organizational abilities, problem analysis and solving skills, flexibility, delegation capability, initiative, negotiation skills, persuasiveness, and attention to detail.

Physical Requirements

While performing the duties of this position, employees are regularly required to sit, walk, and stand; communicate verbally and audibly, both in person and by phone; use hands repetitively to handle standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Working Conditions

Office environment, indoors. Must be available to work a schedule from 10:30 AM to 7:00 PM (MST), Monday through Friday, and be willing to work overtime and holidays as necessary.

Secure Transportation is an Affirmative Action/EEO employer.



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