Seasonal Agent Support Supervisor (FL, OH, TN, TX, UT, VA)

About the role

We are looking for individuals with management experience, experience providing detailed troubleshooting assistance, integrity, and strong interpersonal skills to join our Agent Support team for a seasonal contract opportunity.

Responsibilities

• Monitor and analyze individual and team performance metrics (e.g. AHT, CSAT, QA scores) to identify coaching opportunities and workflow adjustments.
• Provide support and leadership and ensure productivity amongst our seasonal support staff.
• Provide feedback to seasonal support staff on inbound phone calls, online chats, and email communications.
• Support the Team Manager with daily team management.
• Handle first level escalations.
• Collaborate with cross-functional teams (e.g. QA, Training, Management) to surface support trends and implement process improvements.

Requirements

• Residency in Florida, Ohio, Tennessee, Texas, Utah, or Virginia
• 2+ years of previous customer service management experience
• 5+ years of combined education, work, and/or volunteer experience
• A dedicated space to work remotely that has room for a desktop monitor and other provided equipment
• A work space that is free of background noise and distraction to provide information privacy
• Reliable home internet with download speed exceeding 128Mbps

Qualifications

• Bonus: Previous experience in a call center environment

Skills

• Expert level knowledge within the health insurance industry

Benefits

• Fully remote employment
• Hourly wage: $20 ($21 for bilingual in Spanish)
• Computer and equipment for the duration of the role
• Monthly internet stipend
• Paid training
• Performance-based bonus opportunity
• Overtime opportunities

Pay

• Hourly wage: $20 ($21 for bilingual in Spanish)

Schedule

• Seasonal contract opportunity