Care Center Supervisor

Remote Availability: This role supports a 24/7 call center environment. Candidates must be willing and able to work flexible hours, including nights, weekends, and holidays, as needed. ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.POSITION SUMMARY: The Care Center Supervisor is responsible for day-to-day leadership of a contact center customer service team and ensuring American Expediting customers have an exceptional experience. They are responsible for performance management of customer service KPIs and management of corrective action and career development plans for representatives. They communicate with the management team and direct manager when barriers to success are identified through root cause analysis.REPORTS TO: Care Center Senior SupervisorResponsibilitiesOnboard new employees to team and ensure employees are provided with clear goals and guidelinesEnsure team is adhering to standards, policies, and procedures Conduct team meetings and coaching sessions, ensure huddle board fulfills objectives. Adjust based on feedback from team and manager. Motivate staff and nurture trust to create a teamwork environmentMaintain confidentiality of employee, company, and customer informationEnsure recognition and other essential programs are implemented on the team to improve employee experience and influence and motivate employees to achieve targeted objectivesMentor, coach, and develop team of Customer Service Representatives to meet and exceed customer expectationsMaintain engagement with team members through daily huddle team meetings, regular communications, and through being present and listening or barriers to successMonitor reporting and system dashboards to monitor service deliveryEnsure team follows department specific procedures that align with the vision and mission of American ExpeditingResponsible for performance management of team KPIs and conducting root cause analysis for corrective actionResolve and work on escalations that require manager attention and ensure closed loop feedback takes placeProvide timelines and corrective action for management teams when required (Corrective and Preventative Action Plans)Work closely with the contact center leadership team to ensure consistency and accountability from support teamsMeet daily with workforce management team to analyze reporting provided and respond to real-time requestsUse information from daily huddle feedback and close loop on areas outside of own controlServe as a subject matter expert on customized department procedures and general contact center procedures to ensure that customer requirements can be metCalibrate with quality team to make sure team is aligned and coached accordinglyCollaborate with process, training, and knowledge team to improve resources for the departmentPrioritize employee engagement and alignment with the vision and mission of American Expediting and customer experience. Minimum QualificationsBachelor’s degree preferredMinimum 3 years large contact center or dispatch leadership experienceKnowledge, Skills & AbilitiesA solid understanding of call center terminology and functionsA solid understanding of call center KPIs and how to manage performanceHealthcare and Life Science industry knowledge a plusPrevious experience with expediting, and critical shipment logistics. American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers. To learn more about the benefits we provide to support our employees, visit www.americanexpediting.com/careers .