Supervisor Onboarding

The Onboarding Supervisor will play a pivotal role in ensuring exceptional customer satisfaction and fostering positive interactions during the preboarding/onboarding experience. The HR Onboarding Supervisor will be responsible for overseeing the onboarding process, coordinating with various departments, and providing guidance and support to new hires as they integrate into our company culture. This role is essential in creating a positive and engaging onboarding experience that sets the foundation for long-term employee success. This role will manage a team of Onboarding Consultants that provide outstanding service while continuously improving processes to enhance the overall new caregiver experience.

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Essential Duties and Responsibilities:

• Team Supervision: Lead and supervise a team of onboarding consultants, providing guidance, support, and coaching to ensure they meet performance targets and uphold service standards within Centra.
• Customer Service Excellence: Set the standard for exceptional customer service and ensure that team members consistently deliver personalized and professional assistance to customers across various channels (phone, email, chat, etc.). Actively contribute to shaping and driving the company culture, inspiring team members to embrace our mission and values. Lead by example in embodying our organizational culture, instilling a sense of purpose and pride among team members. Initiate retention initiatives upon onboarding to foster a sense of belonging and engagement.
• Onboarding Process Management: Develop and maintain an efficient and effective onboarding process for new caregivers joining the Centra team. Coordinate with the Talent Acquisition team, hiring managers, and other HR teams to ensure all necessary onboarding activities are completed in a timely manner. Monitor the onboarding process and address issues or delays proactively. Answer questions and address concerns from new caregivers during the pre-onboarding/onboarding experience to ensure clarity and understanding.
• Team Training and Development: Develop onboarding/compliance processes to ensure a smooth transition for new caregivers, while monitoring regulatory guidelines are being met for each new caregiver in transition to joining the Centra team. Conduct regular coaching sessions with the Onboarding Consultant team to enhance their skills and knowledge regarding updated trends and processes for efficiency and regulatory standards.
• Performance Management: Monitor team performance metrics, such as response time, resolution rate, and customer satisfaction scores, and take proactive measures to address any areas needing improvement.
• Process Improvement: Identify opportunities to streamline workflows, optimize processes, and implement best practices to enhance the overall customer experience and increase operational efficiency.
• Cross-functional Collaboration: Collaborate with other departments, such as Talent Acquisition and Operations to gather insights, share customer feedback, and implement initiatives aimed at improving the overall customer journey.
• Quality Assurance: Conduct regular audits of customer interactions to ensure adherence to company policies, procedures, and service standards, providing feedback and implementing corrective actions as necessary.
• Data Analysis: Analyze customer data, feedback, and trends to identify areas for improvement and make data-driven decisions to enhance the customer experience and drive business outcomes.
• Communication: Serve as a point of contact for customer service-related issues, both internally and externally, and effectively communicate updates, changes, and initiatives to team members and stakeholders.

Other Functions:

• Performs other duties as assigned.

Required Education:  High School Diploma, GED, or Equivalent.

Required Experience / Skills:  3 years of experience in HR, particularly in onboarding or customer service roles.

Salary Range:  $66,209 - $99,314