Remote Operations Coordinator: Call Center & Training

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

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.