Supervisor, Call Center

Overview

Voted by Newsweek in 2024 as one of America's Greatest Workplaces for Diversity

 

~Local Remote Position: To be considered you MUST live in the greater Nashville area, but you will work from home~

 

Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us!  You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness.  Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.  Additional benefits offered include, but are not limited to:

• Tuition Reimbursement
• Pet Insurance
• Adoption Reimbursement Benefits
• Variety of Associate Discounts

Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. 

 

To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.

Responsibilities

Oversees a team of Call Center Specialists.  Assists Call Center Manager with training, recruiting, coaching and monitoring and reporting results. Provides regular ongoing coaching to Call Center Specialists for performance and development.

 

Develops relationships with team members to build trust and rapport. The supervisor partners with each team member to increase performance and development in a supportive environment through coaching and day to day engagement.

Provides daily and weekly coaching to Call Center Specialists in the form of one on ones, side by sides and follow ups.

Thoroughly documents coaching and interactions with Call Center Specialists on a regular basis

Monitors calls for trends and opportunities for coaching

Sets performance goals that align with company’s overall objectives

Addresses problems with work quality, issues between employees and other concerns in an effective, timely manner. Develops performance improvement plans and initiates corrective action as needed.

Serves as link between Call Center Specialists and upper management

Handles complicated customer requests for which Call Center Specialists cannot respond.

Conducts performance reviews, motivates team members and creates solutions to boost productivity

Works with other departments to ensure quality control and real time schedule adherence

Maintains a working knowledge of sales and marketing software, programs and technology used. Guides Call Center Specialists to keep system data current.

Monitors and adjusts time keeping in KRONOS for daily schedules, floating holidays and PTO time

Facilitates huddles and team meetings weekly

 

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Qualifications

Education and Experience

A Bachelor’s Degree (B.A. or B.S.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Customer service, work leadership and sales experience is preferred. An interest or background in human services, healthcare or senior living or a personal connection through a family member’s experience of Senior Living products is preferred.

 

Certifications, Licenses, and other Special RequirementsIf the particular position is home-based, an adequate home office (high speed internet access and a quiet environment conducive to phone work) is required.

 

Management/Decision MakingApplies existing guidelines and procedures to make varied decisions. Uses sound judgment and experience to solve moderately complex problems based on precedent, example, reasonableness or a combination of these.

 

Knowledge and Skills

Is able to convey compassion, respect, courage and passion through coaching and communications that engage Call Center Specialists in trusting relationships.  Has a working knowledge of a skill or discipline that requires basic analytic ability. Has an overall understanding of the work environment and process. Maintains an active, working knowledge of current competition and any new entrants, utilizing Brookdale’s Competitive Intelligence database and other resources. Ability to operate personal computers and related software. Ability to effectively manage time, tasks and projects in a dynamic environment is required. Ability to effectively listen and communicate verbally and in writing is essential. As appropriate for select situations, must be a self-starter who excels in organizational and time-management skills.

 

Physical Demands and Working Conditions

• Standing
• Requires interaction with co-workers, residents or vendors
• Walking
• Sitting
• Occasional weekend, evening or night work if needed to ensure shift coverage
• Use hands and fingers to handle or feel
• Reach with hands and arms
• Stoop, kneel, crouch, or crawl
• Talk or hear
• Exposure to latex
• Ability to lift: Up to 25 pounds  
• Possible exposure to blood-borne pathogens
• Requires Travel: Occasionally
• Vision

 

Brookdale is an equal opportunity employer and a drug-free workplace.

Salary Range Information

$49,050 - $61,310 / year

Salary : $49,050 - $61,310