About this role
Oversee ASHCare Managed Services call center staff to ensure policy adherence and high-quality customer service; manage performance and provide coaching; remote team leadership.
Key Responsibilities
- Supervise staff to ensure processes are followed and customer service meets performance standards
- Monitor KPI reporting and provide coaching and development
- Maintain Member Concierge scorecards and conduct monthly performance reviews
- Coordinate regular team and 1:1 meetings
- Handle customer escalations and implement process improvements
Technical Overview
Experience with MS Office and SharePoint; call center platforms; KPI reporting; quality audits; training and development; remote collaboration tools
Ideal Candidate
The ideal candidate is a mid-level supervisor with 2+ years call center experience, strong coaching and performance management skills, able to manage remote teams, proficient with MS Office and SharePoint.
Must-Have Skills
High School Diploma or GED2+ years Call Center or Customer Service operationsExperience supervising or leading a team in a call centerMS Office (OutlookWordExcel) and SharePoint proficiencyProficient in call center phonecomputerand system navigationStrong verbal and written communication skills
Nice-to-Have Skills
College coursework or equivalent experience3 years general office experience including administrative support and project managementHealthcare or Managed Care experienceExperience with performance coaching and goal setting
Tools & Platforms
SharePointMicrosoft OfficeOutlookExcel
Required Skills
High School Diploma or GED; 2+ years Call Center or Customer Service; Supervisory experience; MS Office; SharePoint; Outlook; Excel; Call center phone navigation; KPI reporting; Coaching; Training; Performance evaluations; Remote work; 1:1 meetings; Quality audits; Member Concierge
Hard Skills
Call Center OperationsCustomer ServiceTeam SupervisionCoachingTrainingQuality AuditsKPI ReportingPerformance ManagementWorkforce ManagementSharePointMicrosoft OfficeOutlookExcelPerformance Evaluations1:1 MeetingsRemote Work ToolsVideo ConferencingPolicy Adherence
Soft Skills
LeadershipCommunicationProblem-solvingTeamworkTime managementConfidentialityCustomer-focusedOrganizational skills
Keywords for Your Resume
SupervisorASHCareManaged ServicesCall CenterCustomer ServiceMember ConciergeSharePointMS OfficeOutlookExcelKPIPerformanceCoachingTraining1:1 meetingsPerformance evaluationsRemoteWFHQuality AuditsTeam leadershipEscalationsPolicy complianceMember Concierge scorecardsProcess improvementcall centercustomer servicecoachingtrainingMicrosoft Office
Deal Breakers
High School Diploma or GED required, 2+ years call center experience, Supervisory experience in a call center, Must be able to work from home with stable internet
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