Client Services Supervisor
Core
Lead a contact center team to resolve escalated client concerns, manage daily work volume, and drive process improvements to meet SLAs.
Role type
Client Services Supervisor (Contact Center)
Builds
Contact center operations and client service delivery
Domain
Healthcare diagnostics / Customer Support
Deliverable
client delivery
Required skills
conflict resolution, analytical skills, project management, decision-making, process improvement, training development, staffing management, KPI analysis, stakeholder communication
Preferred skills
change management, cross-functional collaboration, new hire onboarding, system piloting
Technologies
Microsoft Office
Responsibilities
Own resolution of escalated client concerns via calls, emails, faxes, and chats; oversee assignment of daily work volume and resource reallocation; identify process bottlenecks and champion compliant solutions; develop and maintain contact center training strategies; manage staffing, productivity, and efficiency to achieve KPIs; lead piloting of new channels, products, or systems; conduct interviews, onboarding, performance appraisals, and counseling.
Seniority
Mid-level, hands-on IC with leadership responsibilities