Experienced Quality Supervisor for Retail Customer Care Team – Remote Leadership Opportunity in Customer Service Excellence

Introduction to arenaflex At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health care. This guiding principle shapes our commitment to delivering human-centric health care solutions in a rapidly evolving world. Our brand, with heart at its core, conveys a personal message that underscores the importance of how we deliver our services, not just what we deliver. As a leader in the health care industry, arenaflex is dedicated to empowering its employees to transform our culture and accelerate innovation, making health care more personal, convenient, and affordable for all. Our Heart At Work Behaviors Our Heart At Work Behaviors support this purpose and are the foundation upon which we build our work environment. We strive to create a workplace where every employee feels empowered by the role they play in shaping our culture and driving innovation. By living these behaviors, we foster a culture that values collaboration, creativity, and a relentless pursuit of excellence in customer service. Job Overview As a Quality Supervisor for our Retail Customer Care team at arenaflex, you will play a pivotal role in providing daily leadership, management, and guidance to our Quality Coordinators. Your expertise will be crucial in performing quality evaluations, administrative functions, and ensuring that our customer experience meets the highest standards. You will serve as a liaison with internal partners to standardize policies, practices, and procedures, aiming to increase quality and ensure our agents meet key performance indicators (KPIs). Collaborating closely with Quality Coordinators, you will be instrumental in maintaining the overall quality of our customer interactions, aligning with company expectations. Key Responsibilities Mentor and coach QA Coordinators through constructive analysis of their work, setting measurable performance improvement goals that enhance the customer experience. Collaborate with trainers and QA Representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices. Adhere to HR policies and procedures, including interviewing and hiring colleagues, colleague development, annual employee reviews, and progressive discipline, including terminations. Manage productivity goals, staffing, and daily tasks to ensure operational efficiency. Make recommendations to management regarding policy and procedure development, identifying and implementing processing efficiencies, and recognizing trends and continuing education opportunities. Host and facilitate internal, external, or QA team calibrations to track results and drive continuous improvement. Support Quality Initiatives for the Retail Customer Care team, partnering with Operations and Knowledge Teams to recommend process changes that impact performance and customer experience. Create and maintain an onboarding process for new hires, ensuring a seamless integration into our team. Essential Qualifications To excel in this role, you should possess: 2+ years of continuous customer service experience, preferably in a call center environment, demonstrating your ability to multitask and resolve issues in a fast-paced setting. Effective communication skills, with the ability to motivate others and drive team performance. Previous coaching, mentoring, and development experience, showcasing your capability to guide and support team members. Demonstrated proficiency in using Microsoft Office applications, with the ability to create and present data to targeted audiences in a professional manner. Self-directed with strong analytical, problem-solving, interpersonal, and PC skills, allowing you to navigate complex situations and drive solutions. Preferred Qualifications While not required, the following qualifications are highly desirable: 1+ year of previous supervisory or equivalent experience in a progressively responsible role, indicating your ability to lead and manage teams effectively. Experience with managing escalations and resolving problems, demonstrating your capacity to handle challenging situations with poise and professionalism. Bi-lingual in Spanish, enhancing your ability to communicate with a diverse customer base. Education A High School Diploma, GED, or equivalent work experience is required. A Bachelor's Degree is preferred, reflecting your commitment to ongoing learning and professional development. Compensation and Benefits The typical pay range for this role is $43,888.00 - $93,574.80, depending on factors such as experience, education, geography, and other relevant considerations. As an arenaflex employee, you will be eligible for a bonus, commission, or short-term incentive program in addition to your base salary. Our comprehensive benefits package includes medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. You will also enjoy paid time off, holidays, and discounts on products and services. Career Growth and Development At arenaflex, we are committed to the growth and development of our employees. You will have access to free development courses, education assistance, and opportunities for professional advancement. Our culture encourages innovation, creativity, and collaboration, providing a dynamic work environment that supports your career aspirations. Work Environment and Culture Our work environment is built on the principles of respect, empathy, and inclusivity. We value diversity and promote a culture of belonging, where every employee feels empowered to contribute their unique perspectives and ideas. As a Quality Supervisor, you will be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our customers. Conclusion If you are a motivated and experienced customer service professional looking for a challenging and rewarding leadership opportunity, we encourage you to apply for the Quality Supervisor role at arenaflex. Join our team of dedicated professionals who are passionate about delivering exceptional customer experiences and making a difference in the lives of our customers. Apply today and take the first step towards a fulfilling career with a company that truly cares about its employees and the communities we serve. Apply for this job