About the Role
Supervisor, Call Center
MRR – Outreach | Remote in Remote US, United States, CA | Full Time | From $55,000.00 to $60,000.00 per year
JOB DESCRIPTION
Advance Possibility
Join Episource, a leading provider of risk-adjustment services, software, and solutions for health plans and medical groups.
Bring your problem-solving, flexibility, and leadership expertise to a flourishing organization as Episource’s Supervisor, Call Center.
This remote, full-time, work-from-home role reports to Episource’s Manager, Outreach.
Here is how you will benefit as a valued member of our Expert Teams at Episource.
Leverage your passion for people. Maintain a positive and engaging work environment by managing a team of talented, high-performing Episource team members through ongoing opportunities in professional development, mentorship, and coaching with the utmost sincerity, transparency, and empathy.
Serve as a call center and quality assurance SME. As Episource’s Supervisor, Call Center, you’ll evaluate effective call management throughout the team using metrics to analyze performance, ensuring our Quality Support team reviews calls. Additionally, you’ll serve as a point of contact for all quality inquiries.
Cultivate communication and collaboration. Develop and maintain strong relationships with all stakeholders while simultaneously facilitating collaboration with internal Episource teams.
Observe with an eye for improvement. Using your love for analytics, enhance Episource’s QA team by making solutions, success, and opportunity recommendations to Episource’s Manager, Outreach based on your findings.
What your journey at Episource will look like:
In your first three months at Episource, you will better understand our processes and formally document our quality assurance training curriculum.
Throughout your next six months at Episource, you will coordinate and lead the implementation of updated quality assurance scorecards.
At the end of your first year at Episource, you will have defined and standardized your team’s goals by developing best practices with empathy and care.
Here is how you will benefit as a valued member of our Expert Teams at Episource.
Remote culture with company equipment, virtual access, and monthly internet allowance
Self-managed Flexible Time Off / Paid Time Off + eight paid holidays per year
Parental Leave
Wellness Programs (EAP, Calm App)
401(k) with company match
Career Development: Tuition reimbursement, certifications, and seminars
Health, Vision, Dental, Voluntary Life, and AD&D Insurance
Health Savings Account / Flexible Savings Account
Here is what you’ll bring to the Expert Teams of Episource.
Two years of influential and inspirational leadership experience
Over two years of experience in a call center environment, customer service, or a similar role
High School Diploma or equivalent
Superior verbal and written communication skills
Excellent computer proficiency (MS Office – particularly Excel and Word, and G-Suite – Google Sheets, Docs)
EPIC Core Values: Entrepreneurial, Positive, Integrity, Customer-focused