About the job
BILL supports businesses of all sizes as they modernize their financial operations. With offices in San Jose, CA, and Draper, UT, and options for remote work, the company emphasizes inclusion, diverse perspectives, and high-performing teams.
Role overview
The Premium CARE Supervisor manages a team of about 15 agents, focusing on strong results and ongoing development. This is a hands-on leadership role that combines coaching, quality oversight, and fostering a positive, collaborative team culture. The supervisor helps drive both team and organizational goals, playing an active part in shaping a supportive work environment.
What you will do
- Direct and support a team of approximately 15 agents.
- Coach team members individually and in group settings to build skills and improve outcomes.
- Lead quality assurance efforts, set clear goals, and hold the team accountable for results.
- Promote trust and teamwork through positive leadership and clear communication.
- Address conflict and step in on customer interactions when necessary.
- Guide the team through change and help navigate challenges as they come up.
- Collaborate with peers and other teams to achieve shared objectives.
- Assess situations, consider options, and make timely decisions.
- Communicate confidently with different audiences.
- Encourage input from all team members, valuing diverse perspectives and backgrounds.
- Promote a transparent, inclusive, and psychologically safe environment where everyone can share ideas.
- Use knowledge of contact center metrics to improve performance in areas such as adherence, customer satisfaction, and quality assurance.
Location
This role is based in Draper, Utah, or San Jose, California. Remote work is also available.
