Remote CA Supervisor | QUICK APPLY

CapTel, Inc., located in Wisconsin, is adding Remote Captioning Assistant Supervisors to our team. CapTel provides captioned telephones with live captions to assist people with hearing loss, a service that has transformed the lives of thousands of people nationwide.

These full-time positions offer a first shift schedule of 5:45 AM – 2:15 PM with Mondays/Tuesdays OFF. We offer a starting hourly wage of $18.00/hour with a $0.50/hour shift premium for evening hours (6:00 PM – 12:00 AM) and a $0.75/hour shift premium for weekend hours (Saturdays and Sundays). Absent undue hardship, CapTel, Inc. will make reasonable accommodations for religious beliefs and individuals with disabilities. 

NOTE: These positions will be performed remotely, must reside in-state.

Job Summary: Captioning Assistant (CA) Supervisors are responsible for providing leadership and guidance to Captioning Assistant (CA) team members. CA Supervisors perform a variety of tasks including but not limited to encouraging and maintaining CA quality requirements, motivating CAs to meet or exceed expectations in attendance, policy adherence, and time management, and maintaining overall floor management. 

Essential Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise, monitor, and formally evaluate assigned CAs’ job performance by tracking engagement, accuracy and speed requirements, policy adherence and schedule adherence.
• Provide continuous feedback to CAs regarding job performance.
• Maintain a positive work environment by providing daily support and assistance.
• Provide back-up CA duties when necessary (i.e., peak times, sick/vacation shortage, etc.).
• Assist with training of new CAs.
• Assist with on-going training of CAs regarding technical and/or procedural changes.
• Provide technical/situational information as necessary to customer service staff in order to resolve any issues that may arise with consumers.
• Attend job appropriate meetings and training sessions.
• Monitor and provide assistance regarding technical issues on calls and report to appropriate staff.
• Act as primary person of responsibility for the entire Captioning facility when appropriate.
• Sign and abide by CapTel’s Oath of Confidentiality, even after employment is terminated.

Non-essential Job Functions:

• Provide assistance with customer service issues.
• Provide assistance with testing new technologies and changing versions.
• Additional duties as assigned by primary manager.

Supervisory Responsibilities: CAs report to this position.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Requirements: The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Supervisory or leadership experience preferred.
• Ability to work with varying individuals objectively and make judgment calls and decisions on the spot.
• Strong people/communication skills and a calm/relaxed demeanor.
• Strong organizational skills.
• Comfortable/familiar with computers and new technology.
• Work effectively with a team to develop and manage team members/employees.

Accountability: CA Supervisors are directly accountable to their assigned Floor Operations Supervisor.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to sit, hear, and talk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, depth perception, and the ability to adjust focus.
• Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

General Sign-Off: The employee is expected to adhere to all company policies and to act as a role model in the adherence of company policies.