Call Center Escalation Specialist managing authorization approvals and member escalations for SafeRide Health. Ensure high service standards in a hybrid work environment at our San Antonio office.
PS
Hybrid Contact Center Train & Tech Supervisor
Posted 2 months ago
About the role
- Lead training and technology enablement operations for the contact center at Public Group. Focus on customer experience and operational performance through training and process improvement.
Responsibilities
- Design and deliver onboarding and ongoing training for contact center agents
- Create, document, and maintain standardized operational processes and training materials
- Own and continuously improve the knowledge base (Publicpedia), ensuring accuracy and usability
- Collaborate with IT and vendors on system enhancements and requirements
- Lead or support User Acceptance Testing (UAT) for system changes
- Identify opportunities to improve tools, workflows, and automation
- Monitor KPIs and training effectiveness, providing insights to management
- Coach and support supervisors and agents; act as an escalation point for system-related issues
Requirements
- Experience in a contact center environment with training or supervisory responsibilities
- Strong understanding of contact center KPIs (AHT, FCR, CSAT, NPS)
- Hands-on experience with CRM, CTI, IVR, or ticketing systems
- Strong communication, coaching, and analytical skills
- Experience managing a knowledge base or wiki
- Background in technical support or process improvement
- Relevant certifications (Training, Quality, Six Sigma, COPC)
Benefits
- 💼 **Competitive compensation & benefits package**
- 💰** Performance-based bonus scheme**
- 🧑⚕️ **Comprehensive life & health insurance**
- 🏡 **Flexible hybrid working model** – to support your work-life balance
- 🧡 **Psychological support** via a professional helpline for you and your family
- 🚀 **Career growth opportunities** in a role that evolves with you
- 🎉** Valuable experience** in a well-known and fast-growing organization
- 📚 **Continuous learning** and upskilling through tailored programs
- 🏃🏽♂️ **Employee Wellness Program** – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 **Alternative transportation** with company shuttle buses to our offices
- 📲 **Exclusive access to our employee app**, OrangeGen, packed with tools, news & perks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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