Call Center Supervisor - Breast Pump Team

About Us

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment segment of the healthcare industry, are among the fastest-growing healthcare companies in the country, and recognized on Inc. 5000’s list of fastest-growing companies in the U.S.

About the Role

The Customer Experience Team Supervisor role focuses on cultivating a high-performing team through effective leadership and development strategies. This role involves managing, mentoring, and motivating a team of customer service representatives to ensure exceptional service delivery and customer satisfaction.

Responsibilities

• Coaching and Mentoring: Lead, coach, and inspire a team of customer service representatives to achieve and exceed performance goals. Provide guidance, feedback, and support to team members while fostering a positive and engaging work environment.
• Training and Development: Identify training needs, organize training sessions, and ensure team members acquire necessary skills and knowledge.
• Performance Management: Set clear performance expectations, conduct performance reviews, and implement improvement plans as needed.
• Team Building: Foster a positive team culture, promote collaboration, and resolve conflicts to ensure a cohesive and productive work environment.
• Career Development: Support team career growth by identifying opportunities for advancement, offering developmental assignments, and providing career guidance.
• Monitoring and Feedback: Regularly monitor team performance, provide constructive feedback, and recognize achievements to motivate team members.
• Goal Setting and Alignment: Set team goals aligned with organizational objectives, monitor progress, and ensure team members understand their role in achieving those goals.
• Communication: Facilitate open communication within the team, ensure clarity of expectations, and address any concerns or issues promptly.
• Adaptability and Improvement: Adapt strategies based on team dynamics and performance trends, continuously seeking ways to improve team efficiency and effectiveness.
• Compliance and Policy Adherence: Ensure team members comply with company policies, procedures, and industry regulations. Maintain HIPAA/patient confidentiality.
• Regular and reliable attendance as assigned by your schedule.
• Other job duties as assigned.

Skills

• Relentless Curiosity: Proactively seeks out opportunities for process improvements.
• Entrepreneurial: Identifies and acts on new opportunities with a willingness to take calculated risks.
• Obsession to Learn: Actively seeks out opportunities to learn and grow and identifies areas for self-improvement.
• Confidentially Humble: Freely admits knowledge gaps and seeks help from team members, and regularly solicits feedback.
• Strategic: Makes decisions and takes actions with a broader organizational impact.
• Transformative: Constantly seeks ways to improve and actively pursues growth opportunities.
• Tech-Savvy: Keeps up-to-date with modern technology and regularly develops and refines processes within the team.
• Commitment to People Development: Shows passion for developing talent through regular training and mentoring.
• Relationship Focused: Proactively builds relationships across the organization.

Requirements

• Demonstrated ability to manage and prioritize multiple tasks, leading to a track record of meeting or exceeding deadlines.
• Proven ability to analyze data and balance sales needs with procedural requirements.
• Demonstrated drive to solve problems within a team environment.
• Ability to lead with a positive attitude.
• Professional communication skills, both written and verbal.
• Proven ability to build strong relationships within an internal team.
• Ability to make quick decisions for the benefit of patient care and organizational goals.
• Individual responsibility for knowledge of and compliance with laws, regulations, and policies, with no recorded compliance violations.
• Demonstrated commitment to compliance as a condition of employment, evidenced by regular participation in compliance training sessions and maintaining up-to-date knowledge of relevant laws and regulations.

Benefits

• Competitive pay
• Health plans with FSA or HSA options
• Dental and vision insurance
• Optional life insurance
• 401K with company match
• 12 weeks of parental leave for birthing parent / 4 weeks leave for non-birthing parent(s)
• Additional parental benefits including fertility stipends, free diapers, and breast pump
• Paid holidays
• PTO accrual from day one
• Employee Assistance Programs

Aeroflow Health has been recognized both locally and nationally for the following achievements: Family Forward Certified, Great Place to Work Certified, Inc. 5000 Best Place to Work award winner, HME Excellence Award, and Sky High Growth Award.