Call Center Supervisor

Trulieve Grows One Patient at a Time

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you!

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

To learn more about our company, please visit our website;

https : / / www.trulieve.com

Requisition ID : 10231

Remote Work Available : No

Job Title : Call Center Supervisor

Department : Retail

Reports To : Contact Center Manager

Location : Hybrid. In office at the Clearwater call center.

ROLE SUMMARY

The Contact Center Supervisor is responsible for the oversight of mid-level and entry level employees in a contact center environment.

The successful candidate will be able to provide leadership and guidance to their team; they will ensure adherence to company policies and guidelines.

KEY DUTIES AND RESPONSIBILITIES

• Lead and manage a team of agents in a contact center atmosphere
• Be the first point of contact to support the customer service team with escalated inquiries and system information
• Provide guidance over the day-to-day activities of their team members
• Fully resolve customer escalations
• Conduct regular coaching sessions with agents
• Hold team meetings focused on team performance
• Report preparation around key performance indicators
• Cross functional work with peer supervisors
• Performance management including corrective action recommendations
• Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
• Review and correct your team's pay.
• Training and onboarding agents
• Monitoring attendance and delivering attendance violation notices.
• Partner with QA and WFM as needed.
• Complete special assignments, projects, and new hire coaching, as requested
• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Intervene with dispensaries on behalf of the customer to assist with orders, pickups, or deliveries
• May participate in interviews and provide input on hiring decisions
• Ad hoc projects based on business need

Equal Opportunity Employer Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

This position will work an average of 40 hours per week and will be available after hours if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.