Call Center Supervisor - Breast Pump Team

Job Description

Job Description

Aeroflow Health – Breast Pump Supervisor

Are you a natural leader with a passion for customer service? Do you thrive in a dynamic environment where your skills can make a real difference? If so, we're looking for someone like you to join our team as a Customer Experience Team Supervisor within our Mom & Baby department! We're seeking passionate individuals who are eager to learn, grow, and lead by example. If you're a leader with a knack for problem-solving and a dedication to delivering exceptional customer service, we want to hear from you!

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.

The Opportunity

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. Key responsibilities include conducting coaching sessions, identifying training needs, and fostering a positive work environment conducive to growth and achievement. The supervisor will also be instrumental in implementing performance metrics, resolving escalated issues, and promoting teamwork to achieve departmental goals effectively. This role requires strong communication skills, a proactive approach to problem-solving, and a commitment to continuous improvement within the team.

Your Primary Responsibilities

• Coaching and Mentoring: Lead, coach and inspire a team of customer service representatives to achieve and exceed performance goals. Providing guidance, feedback, and support to team members while fostering a positive and engaging work environment.
• Training and Development: Identifying training needs, organizing training sessions, and ensuring team members acquire necessary skills and knowledge.
• Performance Management: Setting clear performance expectations, conducting performance reviews, and implementing improvement plans as needed.
• Team Building: Fostering a positive team culture, promoting collaboration, and resolving conflicts to ensure a cohesive and productive work environment.
• Career Development: Supporting team career growth by identifying opportunities for advancement, offering developmental assignments, and providing career guidance.
• Monitoring and Feedback: Regularly monitoring team performance, providing constructive feedback, and recognizing achievements to motivate team members.
• Goal Setting and Alignment: Setting team goals aligned with organizational objectives, monitoring progress, and ensuring team members understand their role in achieving those goals.
• Communication: Facilitating open communication within the team, ensuring clarity of expectations, and addressing any concerns or issues promptly.
• Adaptability and Improvement: Adapting strategies based on team dynamics and performance trends, continuously seeking ways to improve team efficiency and effectiveness.
• Compliance and Policy Adherence: Ensuring team members comply with company policies, procedures, and industry regulations.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Skills for Success

• 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.

Required Qualifications

• 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.

What Aeroflow Offers

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 to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. 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
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification