Call Center Supervisor (Return Services)

SUMMARY The RMS Call Center Supervisor is responsible for overseeing the daily operations of a team managing customer interactions related to product returns through Peli BioThermal’s Return Management System (RMS). A key responsibility of this role is making outbound calls to recover the company’s reusable Credo Go product, ensuring timely and efficient returns. The position manages call center resources both onshore in the United States and offshore in the Philippines, ensuring consistent service quality across regions. The supervisor ensures high standards of customer service, accuracy, and compliance, particularly with HIPAA regulations when speaking with end customers. This role also involves analyzing return data, generating performance reports, and collaborating with customers to improve return rates. The supervisor will lead and grow the call center team, implement process improvements, and work cross-functionally to support logistics and customer service goals. PRIMARY DUTIES AND RESPONSIBILITIES Communicate effectively with customers regarding the return of Peli BioThermal packaging through the Return Management System (RMS). Maintain HIPAA compliance when interacting with end customers to ensure privacy and data protection. Collaborate with customers to improve return rates by refining call scripts, introducing email and text communications, and optimizing outreach methods. Analyze RMS data to identify trends and recommend strategies for improving return rates. Prepare and distribute weekly and monthly return rate reports to Peli BioThermal customers. Ensure accurate and timely data entry in both internal and external systems to support forecasting and issue resolution. Supervise and support call center personnel, providing coaching and performance feedback. Scale and manage additional team members as the business grows and new resources are added. Work closely with the Return Logistics Coordinator, Customer Services, Network Partners, and the Services Logistics team to meet customer expectations and support operational needs. Serve as a liaison between the call center and other departments to ensure seamless service delivery. Adhere to company policies and procedures as outlined in the Employee Handbook and relevant employment agreements. Comply with all safety protocols and practices related to the role. Perform additional duties as assigned to support the team and organizational goals. REQUIRED SKILLS AND QUALIFICATIONS: Minimum of 3-5 years experience as a call center lead or supervisor. Ability to engage with customers in a professional manner Practical experience of MS Office, particularly Excel. Ability to analyze data and make program improvement recommendations. This position would suit someone who is naturally curious and enjoys problem solving. PREFERRED SKILLS AND QUALIFICATIONS Bilingual in Spanish ADDITIONAL INFORMATION Actively supports and complies with Peli’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement. Must be able to interact effectively and cooperatively with employees at all levels. Must have the ability to complete assignments within the timeframe specified by the Manager. Must be flexible regarding working hours. Must be able to operate in a fast-paced environment and handle multiple projects simultaneously. We encourage applications from logistics and supply chain graduates who are looking for a logistics career entry point. PHYSICAL REQUIREMENTS AND WORKING CONDITIONS Must be able to lift and carry objects weighing up to 50 pounds occasionally Must be able to stand for extended periods throughout the shift.

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