DUTIES & RESPONSIBILITIES:
In this vital role, the Customer Service Supervisor is focused on engaging and motivating their team to make personal connections with customers. They support Service Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service.
Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.
Responsibilities
- Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office. Motivates, coaches and develops their team members.
- Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
- Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
- Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
- Partners with short- and long-term capacity planners to meet resource needs to deliver on operational and customer expectations.
- Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
- Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
- Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
General Safety and Security
- Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.
COMPETENCY REQUIREMENTS:
- Experience and passion for leading, developing and motivating employees required
- Deep understanding and passion for serving customers
- Excellent communication, interpersonal and negotiation skills required
- Ability to drive change and make process improvements required
- Prior experience leading projects to enhance business outcomes
- Strong time management skills required
Key Qualifications
- High School Diploma or Bachelor's degree preferred
- 2+ years of experience managing a Customer Service or Contact Center environment preferred
- Healthcare account leadership experience is required
- 2+ years experience as a SME, Lead or Quality or Performance Coach preferred
- 2+ years of experience using KPI tools to access and improve performance preferred
- 3+ years of customer service or advocacy experience required
