Call Center Supervisor - Remote, CA, USA

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 …