Supervisor, Customer Service
Core
Supervise daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
Role type
Customer Service Operations Supervisor
Builds
Customer service operations and support workflows
Domain
Healthcare logistics and supply chain
Deliverable
dashboards & analysis
Required skills
Queue management, escalation resolution, staffing planning, performance coaching, process improvement, compliance oversight, cross-functional coordination
Preferred skills
ITIL 4, Lean Six Sigma Green Belt, COPC, PMP, PRINCE2
Responsibilities
Supervise daily queue management across phone, email, chat, and case workflows; Lead resolution of customer escalations by diagnosing root causes; Oversee staffing plans, schedule adherence, and timekeeping; Lead coaching, performance reviews, and career development; Implement process changes and continuous improvement initiatives; Oversee documentation quality, compliance activities, and audit requests; Lead cross-functional coordination with IT, logistics, and commercial partners.
Seniority
Individual Contributor, Supervisory level