Sr. Supervisor, Operations - HVAC Authorizations
RemoteUnited States
Job Summary
Supervise and coordinate daily operations of the HVAC Technical Team, providing coaching, feedback, and motivation to associates to meet performance goals. Set clear targets using data analytics and focus activities on training, counseling, and developing agents, leads, and other Cinch associates. Monitor team activities to ensure service levels, productivity, quality, and departmental objectives are met, including HVAC replacement rates and cycle times. Provide guidance on contract information, policy interpretation, and department policies while tracking information to communicate trends to senior management. Assist with escalations, recall processes, claims, disputes, and denials to resolve customer and service provider issues. Bachelor's degree, 4+ years coaching call center experience, and HVAC trade experience preferred.
Required Qualifications
- Excellent leadership, motivational, interpersonal, and customer service skills
- Detail-oriented with excellent follow up, creativity, organizational, written and oral skills
- Problem solver, analytical and advanced negotiation skills
- Requires excellent verbal and written communication skills
- Experience presenting complex data and concepts to all levels of an organization
- Ability to analyze data to determine actions to improve
- Bachelor's degree or equivalent combination of education and practical experience
- Advanced PC skills and working knowledge of Microsoft Office
- 4+ years' experience in coaching call center supervisors and associates
- 3+ years supervisory experience
- Ability to train and develop Supervisors and associates
Desired Qualifications
- Experience within the HVAC trade preferred
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