Pearl Interactive Network is sourcing Remote Supervisors.

The Supervisor is responsible for providing supervision and leadership to Customer Service Representatives (CSR), with the goal of meeting program objectives and customer service level agreements. The Supervisor is dedicated to daily shift operations.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

• Salary: $45K
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
  
  

Operating Hours: Mon - Fri 8:30 AM to 10 PM EST and Sat and Sun 9 AM to 6:30 PM EST

Technical Equipment, And Remote Office Requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
• Ethernet cable access. Wi-Fi-only connectivity is prohibited.
• Private and secure workspace within your home. Away from noise and distractions.
• Computer equipment, monitor, and headset are provided.
  
  

Job Duties

• Provide motivation and guidance to keep CSRs focused on meeting and exceeding quality specifications.
• Monitor, counsel, and develop CSR teams.
• Conduct information meetings before each shift to communicate any changes in policies and procedures, and to address any concerns on the part of the CSRs.
• Handle call escalations and answer any questions that occur during day-to-day activities.
• Assist in report analysis, scheduling, and staffing.
• Channel valuable information very quickly to the Operations Manager.
• Perform other duties as assigned.
  
  

Requirements

• Bachelor's degree or equivalent work or military experience preferred.
• 1 - 2 yrs supervisory experience in a virtual contact center environment, preferred.
• Experience in the healthcare industry, especially prescription coverage support for providers and/or patients, a plus.
• Minimum 2 years of customer service, leadership, and team interaction skills required.
• Communicate effectively in English, both verbally and in writing, clearly, professionally, and fluently.
• Use good judgment, ability to make independent decisions, and proactively problem solve as required.
• Respond professionally to difficult or tense calls/situations that may arise out of daily duties.
• Organize simultaneous tasks for individual assignments and the workflow of others within the unit.
• Must have PC skills (Microsoft Office) with an emphasis on Excel.
• Ability to interact with all levels of management.
• Must have demonstrated leadership skills and good interpersonal skills.
• Demonstrated oral and written communication skills.
• Prioritize and complete tasks within established contractual service levels required.
• Proven ability to work as a team member.
• Flexibility and willingness to perform other duties as assigned.
  
  

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background/Suitability Check, Drug Screening, And Skills Assessments Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.