Supervisor - Sales & Customer Service Ambassador

Sono Bello is America's top cosmetic surgery specialist, with over 300,000 procedures performed. They are seeking a Patient Ambassador Center Supervisor to manage a team, enhance patient experiences, and ensure compliance with quality standards.

Responsibilities:

• Develop realistic yet challenging objectives for both individuals and the team
• Facilitate the integration of new team members by fostering a supportive atmosphere and showing a readiness to contribute to their success
• Address inquiries, offer direction and feedback, and position each team member for achievement
• Supervise, monitor, evaluate, and assess Patient Ambassador performance to guarantee compliance with quality benchmarks and positive patient experience
• Assess and participate in the execution of performance management for team members
• Compile and present monthly, quarterly, and yearly reports on results and team member performance to management
• Uphold strict compliance with attendance policies and manage attendance documentation, which encompasses rectifying timecard discrepancies (unrecorded clock-ins and outs, entries for unexpected absences), logging attendance, and approving timecards for payroll
• Review email and Teams written correspondence
• Collaborate with peers on initiatives and creative ideas for growth potentials
• Provide notification of consistent errors or opportunities to the management team
• Regularly conduct coaching sessions with team members to establish and review goals
• Exude confidence and become a subject matter expert on contact center operations and protocols
• Manage and bolster daily operations of the contact center, including taking on the role of a Patient Ambassador
• Committed to delivering outcomes
• Capable of adapting swiftly to the evolving demands of a dynamic enterprise
• Assumes responsibility for both achievements and areas needing improvement
• Consistently treats others with respect and dignity
• Exhibits prudent decision-making

Requirements:

• Applicants must reside in the state of Nevada to be considered for this role
• Candidates with over 18 months of supervisory experience in a call center or a similar role with quantifiable targets are highly favored
• Those with a history of leading a team of at least 5 individuals will be given priority
• Proven record of accomplishment in evaluating staff performance, including rating against key performance indicators, making data driven decisions, and ensuring accountability in achieving established goals
• Essential customer service background
• Ability to lead with a team-player attitude that is motivated by collaboration
• Competent in preparing and delivering consistent written and verbal performance reports to management
• Technologically adept, with familiarity in telephone systems, dual-screen operations, and relevant software applications
• Fluent in English, with proficiency in both written and verbal communication
• The ability to use analytical skills to solve real-world problems and handle varied factors in situations that lack uniform rules
• Practical experience with MS Office suite
• Understanding of performance evaluation techniques
• Exceptional communication skills, both in writing and speaking, along with negotiation expertise
• Driven to achieve results, especially in a sales-oriented organization
• Strong organizational and leadership capabilities
• Able to maintain composure and efficiency in high-pressure situations
• Candidates with a background in overseeing remote teams will be given preferential consideration