ABOUT US:

WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Part of WSAudiology group, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.

This role will supervise our Client Care Assistant team based out of our Palm Beach Gardens Support Center HQ. This individual must work onsite at our Palm Beach Gardens office at a minimum of 3 days/week, but be available to come in any day as requested by Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Direct Supervision of Client Care Assistants. Leads a team of Client Care Assistants to achieve targets through daily and weekly monitoring and coaching.
• Actively participates in developing and outlining process improvements as directed. Completes requested weekly and monthly team performance reports , utilizes data to create action plans to maintain or improve performance as indicated
• Performs remote Client Care Assistant observations as defined by Dept. leadership. Completes regular 1:1 performance review /coaching per Client Care Assistant. Completes assigned number of Quality Assurance Call recording reviews per week.
• Responsible for achieving Team Completed Appointment targets, conversion targets and team adherence to processes and business rules.
• Maintains all required coaching, counseling , attendance and performance related documentation. Calculates monthly team bonuses , obtains approval and enters totals for finance.
• Monitors In Contact Dashboard and Queues daily, assigns team leads to assist as needed . Alerts Dept Manager , Director and System specialists with issues as needed. Works with Dept. Training coordinator to develop ongoing training and learning opportunities.
• Maintains in depth knowledge of CRM and In Contact processes and business and scheduling rules applicable to Client Care Assistant team. Maintains knowledge of marketing promotions and campaigns. Works with Dept. Training coordinator to develop ongoing training and learning opportunities.
• Monitors attendance and addresses any issues , consults Dept manager, director and HR as needed . Meets with Dept Operations manager to review team performance and action plans.
• Maintains client and employee confidentiality, exhibits HearUSA values and maintains professional demeanor with employees, clients and colleagues at all times .
• Any and all other tasks as assigned by HearUSA leadership.

REQUIREMENTS:

• Experience in a position requiring responsiveness to team member daily needs.
• Demonstrated skills in planning, analytical and critical thinking, problem solving, ability to prioritize, and proactive decision making.
• Ability to learn new systems/applications and train others.
• Willingness to provide feedback and coaching in a positive manner.
• Experience working across departments/teams to achieve common goals.
• Proven mastery of excellence in customer service .

LIFESTYLE & BENEFITS:

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Relocation Assistance
• Service Days & Diversity, Equity & Inclusion Initiatives

Salary: 50000 - 55000 USD

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.