Supervisor - Sales & Customer Service Ambassador

Are you seasoned in supervising a team comprising of at least five members? If you are eager to tackle a new leadership role that emphasizes crafting an outstanding patient experience, and if you have a knack for inspiring team members to surpass their goals, our Patient Ambassador Center Supervisor vacancy could be your next professional leap! The role entails managing a group of Patient Ambassadors (PAs), evaluating their performance, and offering precise, constructive, and encouraging feedback to enhance their effectiveness.

The ideal applicant will have excellent communication skills, both orally and in writing, and the capacity to lead and inspire team members with ease. As an active Supervisor, the candidate will also undertake all Patient Ambassador duties, which include, but are not limited to, responding to prospective patient inquiries, and arranging consultations for eligible patients with our local centers via email, chat, and both inbound and outbound phone calls.

• Develop realistic yet challenging objectives for both individuals and the team.
• Facilitate the integration of new team members by fostering a supportive atmosphere and showing a readiness to contribute to their success.
• Address inquiries, offer direction and feedback, and position each team member for achievement.
• Supervise, monitor, evaluate, and assess Patient Ambassador performance to guarantee compliance with quality benchmarks and positive patient experience.

• Assess and participate in the execution of performance management for team members.

• Compile and present monthly, quarterly, and yearly reports on results and team member performance to management.
• Uphold strict compliance with attendance policies and manage attendance documentation, which encompasses rectifying timecard discrepancies (unrecorded clock-ins and outs, entries for unexpected absences), logging attendance, and approving timecards for payroll.
• Review email and Teams written correspondence
• Collaborate with peers on initiatives and creative ideas for growth potentials
• Provide notification of consistent errors or opportunities to the management team
• Regularly conduct coaching sessions with team members to establish and review goals.
• Exude confidence and become a subject matter expert on contact center operations and protocols.
• Manage and bolster daily operations of the contact center, including taking on the role of a Patient Ambassador.
• Committed to delivering outcomes.
• Capable of adapting swiftly to the evolving demands of a dynamic enterprise.
• Assumes responsibility for both achievements and areas needing improvement.
• Consistently treats others with respect and dignity.
• Exhibits prudent decision-making.

• Candidates with over 18 months of supervisory experience in a call center or a similar role with quantifiable targets are highly favored.
• Those with a history of leading a team of at least 5 individuals will be given priority.
• Candidates with a background in overseeing remote teams will be given preferential consideration.
• Proven record of accomplishment in evaluating staff performance, including rating against key performance indicators, making data driven decisions, and ensuring accountability in achieving established goals.
• Essential customer service background.
• Ability to lead with a team-player attitude that is motivated by collaboration.
• Competent in preparing and delivering consistent written and verbal performance reports to management.
• Technologically adept, with familiarity in telephone systems, dual-screen operations, and relevant software applications.
• Fluent in English, with proficiency in both written and verbal communication.
• The ability to use analytical skills to solve real-world problems and handle varied factors in situations that lack uniform rules.
• Practical experience with MS Office suite.
• Understanding of performance evaluation techniques.
• Exceptional communication skills, both in writing and speaking, along with negotiation expertise.
• Driven to achieve results, especially in a sales-oriented organization.
• Strong organizational and leadership capabilities.
• Able to maintain composure and efficiency in high-pressure situations.