Description: • Supervise a team of Scheduling Operations Associates during weekend shifts. • Oversee a fast-paced ticket queue, flag urgent items, and assign them appropriately. • Monitor team performance, coach SOAs, and ensure adherence to quality standards. • Handle escalations from clients and caregivers. • Support caregivers and agencies in filling shifts on short notice. • Utilize multiple software systems to track cases and communicate effectively. • Prepare handoff reports for end-of-shift transitions.

Requirements: • Experience supervising a customer service team and monitoring performance trends. • Experience working in a high-volume environment. • Proactive problem solver and able to handle difficult situations or customers as they arise. • Extensive customer service experience - Be friendly, positive and solutions-oriented. • Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures). • Ability to navigate multiple technology platforms simultaneously. • Effective communication skills with clients, patients, caregivers and families. • Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus. • 5+ years of customer service experience preferred. • Fluency in Spanish is a plus.

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