Customer Service Supervisor
Core
Lead daily customer care operations for healthcare customers and internal business partners, ensuring service levels, quality standards, and team performance.
Role type
Senior IC customer service supervisor (contact center)
Builds
Customer support operations and team performance
Domain
Healthcare / Contact Center Operations
Required skills
People leadership, analytical thinking, customer-focused decision-making, performance management, coaching, workforce planning, operational metrics analysis, process improvement, cross-functional collaboration
Preferred skills
Healthcare/medical device/pharmaceutical industry experience, customer experience program knowledge, continuous improvement methodologies, workforce management tools proficiency
Technologies
Workforce management tools, contact center technology platforms, performance reporting systems
Responsibilities
Lead daily customer care operations to achieve service level commitments and quality expectations; Coach and develop a team of customer service professionals; Analyze operational metrics and customer feedback to identify process improvements; Resolve complex customer inquiries and escalations; Partner with Workforce Management to optimize staffing and resource allocation; Drive continuous improvement initiatives by evaluating workflows and implementing solutions
Seniority
Senior, hands-on IC