Are you seeking a rewarding career where you play a crucial role in improving lives? If you are passionate about making a difference and thrive in a customer-centric environment, this might be the perfect opportunity for you! The Night Supervisor oversees and supervises the staffing coordinators and plays a pivotal role in enhancing customer service operations. The Night Supervisor will serve as the expert in frontline support for our customers (internal, external, and potential) 7 days a week, 24 hours a day. This role involves efficiently managing high inbound call volume, ensuring effective use of software applications, collaborating closely with operations to ensure day-to-day needs and organizational objectives are met, supporting and handling scheduling needs, excellent documentation, and task management. This role is integral to our commitment to delivering superior customer service and achieving operational excellence. Duties and Responsibilities + Support and lead a team of staffing coordinators to handle high inbound call volume professionally and efficiently, ensure exceptional customer service delivery, and achieve company goals and objectives. This includes training, feedback, and coaching to staffing coordinators for daily tasks and deliverables. Review caregiver preferred hours in our Point-of-Care software. + Coordinating with different branches to gather information necessary for scheduling. + Identifying and resolving scheduling conflicts and issues. + Monitoring weekly goals progress and adjusting the schedule as necessary. + Communicate schedule changes to all relevant parties. + Using scheduling software to accurately plan timelines and allocate resources. + Provide regular status reports and updates to management. + Assessing risks that may impact schedules and implementing mitigating actions. + Collaborating with branch teams to understand work processes and lead times. + Ensuring compliance with company polices and regulations in creating schedules. + Collaborate closely with operations to facilitate staffing efforts, ensuring adequate coverage for client needs. + Identify open shifts with clients and strategically match/fill those vacancies based on client attributes and caregiver preferences. + Think analytically to optimize caregiver schedules, ensuring maximum coverage and client satisfaction. + Act as a business partner between caregivers, clients, and branch staff to ensure a cohesive experience for all parties involved. + Promptly inform the branch of any changes or client complaints in real time. + Document all interactions accurately and thoroughly in our Point-of-Care software. + Provide constructive feedback to branch staff regarding caregiver performance, attendance, and client feedback about caregivers. + Ensure that all communication and documentation are precise, detailed, thorough, and timely. + Field inbound calls as necessary to assist our customer service team Minimum Qualifications + At least 1 year of experience in a healthcare setting with exposure to patient or employee scheduling, administrative work/data entry, or direct patient care. + High School Diploma + Strong analytical and problem-solving skills + Demonstrated customer service and communication skills + Attention to detail and organizational skills + Technical proficiency in utilizing scheduling software and generating reports + Fluent in spoken and written English Preferred Qualifications + Associate's degree + Call center or customer experience + Computer proficiency Working Conditions The Night Supervisor will spend 100% of their time in an office environment indoors. This will require time both spent at a computer station for office work and standing. The usual hours for this role will be from 11:30am – 8:00 pm and will require working on the weekend. This position will have intermittent supervision while also directing the work of others. Physical Requirements Role may require frequent standing, walking, sitting, keyboarding, and driving. Occasional twisting, climbing stairs, stooping, bending, kneeling or squatting. Seldom work above shoulders, and operation of equipment. Position will require the employee to talk and hear. Benefits & Perks + Medical, dental, vision and prescription insurance options + 3 weeks of Paid Time Off + 10 Paid Holidays + 401k + Health Savings Account + Work computer and phone system + Employee Assistance Program + Leadership Development Program and career growth opportunities