What are the responsibilities and job description for the Supervisor, Call Center position at Brookdale Senior Living?
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 basisMonitors calls for trends and opportunities for coachingSets performance goals that align with companys overall objectivesAddresses 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 managementHandles complicated customer requests for which Call Center Specialists cannot respond.Conducts performance reviews, motivates team members and creates solutions to boost productivityWorks with other departments to ensure quality control and real time schedule adherenceMaintains 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 timeFacilitates huddles and team meetings weeklyThis 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.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! Youll 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 ReimbursementPet InsuranceAdoption Reimbursement BenefitsVariety of Associate DiscountsVeterans, 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.
