Internal Ops Coordinator - Lab

Trident Care; Horsham Township (PA); Remote; USD 42,000 - 64,000; Full time

Job summary

Trident Care seeks a remote-call center supervisor within 50 miles of the Horsham, PA office to manage daily operations and ensure service levels. The role involves overseeing agents, escalation handling, and cross-department collaboration while maintaining discipline and high integrity standards.

Responsibilities include monitoring queues, coaching staff, reporting issues to supervisors, and ensuring timely communications via email and on-call lines.

Responsibilities

• Leads by example. Has a high sense of integrity.
• Documents escalation and reports unresolved problems to the Call Center Supervisor or Field Supervisor.
• Notifies area managers of issues due to tech/dispatcher errors or facility complaints.
• Takes client calls and handles account issues as needed.
• Monitors queue activity to ensure agents are signed in and ready to take a call.
• Assists in coaching and development sessions, providing feedback.
• Monitors the CarrolltonSupervisorDesk (or other designated) email account.
• Sends updated Attendance notifications to the leadership team.
• Monitors the On-Call Supervisor phone as needed.
• Maintains discipline and order in the work environment.
• Coordinates with other departments when volume or hold times are high.

Job description

This is a remote position. Candidates must reside within 50 miles of office location at 115 Gibraltar Road, Horsham, PA 19044.

Shift is as follows:

• Sunday & Monday 10:00am - 6:30pm
• Wednesday - Friday 3:30pm - 12:00am
• Off Tuesday & Saturday

The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job.

• Leads by example. Has a high sense of integrity. Acts in a consistent manner and is always conscious of his/her impact on others.
• Document any escalation and report any unresolved problems to the Call Center Supervisor and, or Field Supervisor
• Notifying area managers of any issues that have surfaced due to tech error/dispatcher error or complaint from a facility.
• Taking client calls and handling account issues when applicable.
• Continuously observes queue activity to ensure all available agents are signed in and ready to take a call.
• Assists in conducting monitoring, coaching and development sessions providing both positive and constructive feedback.
• Monitors agents and provide training when appropriate.
• Monitors the CarrolltonSupervisorDesk (or other designated) email account.
• Sends updated Attendance notifications to the leadership team.
• Monitors the On-Call Supervisor phone as needed.
• Maintains discipline and order in the work environment.
• Solicits other departments for assistance with incoming calls when volume or hold times are high.