HealthSherpa

Customer Support

• Monitor and analyze individual and team performance metrics (e.g. AHT, CSAT, QA scores) to identify coaching opportunities and workflow adjustments.
• Provide support and leadership and ensure productivity amongst our seasonal support staff
• Provide feedback to seasonal support staff on inbound phone calls, online chats, and email communications
• Support the Team Manager with daily team management
• Handle first level escalations
• Collaborate with cross-functional teams (e.g. QA, Training, Management) to surface support trends and implement process improvements

Seasonal Agent Support Supervisor