Call Center Supervisor of Care (CT / Remote)

As a Call Center Supervisor of Care at FreedomCare, you'll be responsible for leading and mentoring a team of Care Support Specialists, managing performance, and ensuring high-quality customer service. Your role also involves monitoring daily workflows, resolving complex issues, and supporting process improvements.

To become a Call Center Supervisor of Care at FreedomCare, you should possess experience managing employees, a strong background in customer service, and excellent communication skills. Additionally, familiarity with performance management and technology usage is essential.

FreedomCare is committed to employee development; as a Call Center Supervisor of Care, you’ll benefit from ongoing learning opportunities, mentorship programs, and a culture that values your professional input and growth.

The work environment at FreedomCare is inclusive, vibrant, and supportive. As a Call Center Supervisor of Care, you’ll work both remotely and in person during team-building events, fostering collaboration and a positive workplace culture.

FreedomCare offers competitive compensation, robust medical benefits, retirement plans, and fun company events. We distinctively prioritize a best-in-class employee experience, making it an exceptional workplace for a Call Center Supervisor of Care.

Yes, the Call Center Supervisor of Care position at FreedomCare is primarily remote, allowing you the flexibility to manage your responsibilities while connecting with colleagues through team-building events held quarterly in person.

At FreedomCare, the culture is centered around compassion, teamwork, and positive attitudes. As a Call Center Supervisor of Care, you’ll be part of a team that values empathy and is dedicated to making a positive impact on the lives of others.

When discussing your experience managing a team, focus on specific instances where you effectively motivated your team, resolved conflicts, and improved service delivery. Highlight any measurable outcomes, like improved customer satisfaction scores or successful team projects.

In answering this question, demonstrate your problem-solving skills. Use a structured approach: assess the complaint, listen attentively, empathize with the customer, and offer a clear resolution plan. Be ready to share a relevant example from your past experience.

Explain the methods you employ to evaluate employee performance, such as regular check-ins, performance metrics, and feedback sessions. Share an example of how your evaluation methods have successfully led to improving employee performance and morale.

Discuss how you instill a culture of compliance by training your team, regularly discussing policies during meetings, and implementing checks to ensure adherence. Providing a relevant example will illustrate your commitment to compliance.

Provide a specific example of a process improvement you initiated, explaining the problem, the steps you took to analyze it, and the positive impacts it had on your team’s efficiency and customer satisfaction.

Share the various techniques you use to motivate your team, such as recognizing achievements, offering support for professional development, and fostering a positive work environment. Personal anecdotes will make your response more relatable.

Describe your structured approach to training, including orientation, shadowing, and ongoing support. Discuss how you would adapt your training style based on the individual needs of the new team member, fostering their confidence and competence.

Explain your conflict resolution style—such as facilitating open communication and encouraging teamwork. Provide an example where you successfully resolved a conflict and turned it into an opportunity for team growth.

Emphasize the importance of feedback in your management style. Talk about how you provide constructive feedback regularly while also encouraging feedback from your team to enhance collaboration and continuous improvement.

In your answer, align your personal values with FreedomCare’s mission of providing quality home care. Discuss how your skills match the job description and express your desire to make a positive difference in people’s lives through this role.