Supervisor, Contact Center

Papa is a new kind of care, built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.    Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.   Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.  In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of the centralized Care Center. The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the Care Center. As such, they are responsible for facilitating bidirectional communication between frontline staff, other Care Center functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Care Center leadership.Because the Care Center is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing organization.    Job Responsibilities

• Demonstrate through behavior Papa’s mission, vision, values and service standards ● Oversee, assume accountability, and perform administrative duties for the daily and ongoing function of assigned functional area(s) 
• Serve as teams’ liaison and advocate with other departments for the purpose of customer advocacy, clear communication, continuity of operations, and any other events that impact our customer’s experience 
• Maintain competence to resolve direct consumer interactions during high-volume times or when frontline employees require additional support within assigned functional area(s) 
• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively 
• Find a balance between improving operational excellence, managing KPIs, and building progressive and engaged teams 
• Handles escalated calls from customers often involving time sensitive situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures. Ensuring timely intervention when needed and provides follow through on interaction 
• Communicate to team members and demonstrate through action the importance of providing consumers with excellent customer service 
• Provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
• Audit performance and provide education to frontline staff to maintain or exceed accuracy standards; communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts 
• Demonstrate expert human relations and influencing skills that encourage results and promote continuous process improvement and cultural alignment 
• Present regular written and verbal direction to employees to ensure they are well-informed of their performance of job responsibilities and attendance 
• Ensures appropriate interactions with front line team members, cross-functional team members and other key partners, are appropriately documented, addressed and communicated 
• Displays a commitment to ongoing learning by developing your team; ensuring programs are in place and encouraging frequent recognition to drive performance 
• Ensures compliance with corporate a