Scheduling Operations Supervisor, Weekend (Part-Time Contract)
Description: Supervise a team of Scheduling Operations Associates during weekend shifts. Oversee a fast-paced ticket queue, flag urgent items, and assign them appropriately. Monitor team performance, coach SOAs, and ensure adherence to quality standards. Handle escalations from clients and caregivers. Support caregivers and agencies in filling shifts on short notice. Utilize multiple software systems to track cases and communicate effectively. Prepare handoff reports for end-of-shift transitions. Requirements: Experience supervising a customer service team and monitoring performance trends. Experience working in a high-volume environment. Proactive problem solver and able to handle difficult situations or customers as they arise. Extensive customer service experience - Be friendly, positive and solutions-oriented. Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures). Ability to navigate multiple technology... platforms simultaneously. Effective communication skills with clients, patients, caregivers and families. Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus. 5+ years of customer service experience preferred. Fluency in Spanish is a plus.
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