Jill Friends

Care Center Supervisor & Facility Support Supervisor

ShiftMed

07.2022 - 11.2023

Managed a team of up to 30 direct reports in a remote call center environment
Transitioned team to focus on Outbound Facility Support including white glove services.
Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
Enhanced operational efficiency by streamlining processes, implementing new procedures, and providing ongoing training to staff members.
Increased customer satisfaction by addressing concerns promptly, resolving issues efficiently, and maintaining a professional demeanor at all times.
Maintained a 96% answer rate while on shift with ACW >1 min, AHT >3 mins
Managed daily operations in a fast-paced environment while ensuring adherence to safety regulations and company policies.
Implemented quality control measures to ensure the highest level of service for clients.
Fostered a positive work environment through effective leadership skills and clear communication with employees.
Mentored junior staff members, providing guidance on best practices for efficient task completion and excellent customer service.
Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
Conducted regular performance evaluations for staff members, identifying areas for improvement and offering constructive feedback for career development purposes.
Collaborated with management team to develop long-term goals for the center''s success.
Promoted a culture of continuous improvement by empowering employees to identify inefficiencies in their respective departments.
Maintained accurate records on employee hours worked, leave taken, overtime accrued as well as inventory levels.
Served as a liaison between employees and upper management, fostering open communication channels that ultimately resulted in improved overall center performance.
Maintained compliance with company policies, objectives, and communication goals.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Monitored workflow to improve employee time management and increase productivity.
Achieved results by working with staff to meet established targets.
Developed and implemented customer service policies to enhance satisfaction.
Evaluated employee performance and coached and trained to improve weak areas.
Conducted routine inspections to check quality and compliance with established specifications.
Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Completed bi-weekly payroll for up to 30 employees.
Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.