Customer Service Supervisor
4 weeks ago
The Customer Service Supervisor plays a pivotal role in ensuring the success of the customer service department and the company as a whole. They work closely with representatives and supporting staff to guarantee that every aspect of the process is functioning optimally. They communicate directly with clients as well as upper management when the Manager or Director is unavailable. The supervisor develops innovative strategies to motivate and manage their team to achieve goals and meet client-level SLA's while ensuring GetixHealth meets its revenue goals.
Responsibilities include:
Set and monitor production and quality goals for the department
Monitor inventory to ensure all accounts receive the necessary calls and appropriate number of touches to flow through the process
Compile and provide operations reporting to management as needed
Assist the Manager and/or Assistant Director with daily running of the call center, including managing the telephony solution
Act as backup when the Manager or Assistant Director is unavailable
Help manage call queues by ensuring Team Leads are monitoring and managing their staff for optimal production and efficiency
Conduct random call audits to ensure the department's level of quality meets the standards set
Motivate the team by identifying creative games and prizes as well as providing positive feedback
Answer escalated patient calls
Special Projects as assigned by management
Preferred skills/experience:
Ability to motivate staff
Minimum 5 years customer service experience
Prior management experience at a Team Lead or Supervisor level
Outstanding listening, communication, and problem-solving skills
Knowledge of all federal, state, and local healthcare laws and regulations to ensure GetixHealth is compliant
Excellent written communication skills
Proficient in EXCEL
Must have effective organizational skills and detail-oriented
Ability to adapt to change and maintain professionalism in challenging situations
GetixHealth is an equal opportunity Employer.
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