Care Center Supervisor

Job Description

REQUIREMENTS

• Bachelor’s degree preferred
• Minimum 3 years large contact center leadership experience
• A solid understanding of call center terminology and functions
• A solid understanding of call center KPIs and how to manage performance
• Healthcare and Life Science industry knowledge a plus
• Previous experience with expediting, and critical shipment logistics.

RESPONSIBILITIES

• Onboard new employees to team and ensure employees are provided with clear goals and guidelines
• Ensure team is adhering to standards, policies, and procedures
• Conduct team meetings and coaching sessions, ensure huddle board fulfills objectives. Adjust based on feedback from team and manager.
• Motivate staff and nurture trust to create a teamwork environment
• Maintain confidentiality of employee, company, and customer information
• Ensure recognition and other essential programs are implemented on the team to improve employee experience and influence and motivate employees to achieve targeted objectives
• Mentor, coach, and develop team of Customer Service Representatives to meet and exceed customer expectations
• Maintain engagement with team members through daily huddle team meetings, regular communications, and through being present and listening or barriers to success
• Monitor reporting and system dashboards to monitor service delivery
• Ensure team follows department specific procedures that align with the vision and mission of our client.
• Responsible for performance management of team KPIs and conducting root cause analysis for corrective action
• Resolve and work on escalations that require manager attention and ensure closed loop feedback takes place
• Provide timelines and corrective action for management teams when required (Corrective and Preventative Action Plans)
• Work closely with the contact center leadership team to ensure consistency and accountability from support teams
• Meet daily with workforce management team to analyze reporting provided and respond to real-time requests
• Use information from daily huddle feedback and close loop on areas outside of own control
• Serve as a subject matter expert on customized department procedures and general contact center procedures to ensure that customer requirements can be met
• Calibrate with quality team to make sure team is aligned and coached accordingly
• Collaborate with process, training, and knowledge team to improve resources for the department
• Prioritize employee engagement and alignment with the vision and mission of our client and customer experience.

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