Customer Service Operations Supervisor
1 week ago
Overview:
- Oversee the daily functions of customer service operations, including managing call performance, providing coaching and support to the customer service team, and ensuring the efficient handling of offline tasks such as eCorrespondence and social media interactions.
- Accountable for conducting systematic evaluations related to updates in the Customer Relationship Management (CRM) system and the online portal; support training programs as needed.
- Facilitate weekly discussions with management from various call centers and participate in configuration and grooming sessions for new technological systems and software enhancements.
- Offer insights and suggestions for enhancing operational processes.
Key Responsibilities:
- Direct staff performance and productivity to align with organizational performance objectives.
- Deliver continuous coaching and constructive feedback to team members.
- Equip staff with effective resolution strategies for sensitive inquiries, particularly those of high importance.
- Act as the primary point of contact for addressing complex customer inquiries.
- Assess and coordinate training requirements for staff to ensure consistent and professional communication.
- Organize and manage the daily operations of the Customer Service Department, including payroll processing for team members.
- Monitor and evaluate staff attendance to maintain adequate coverage levels.
- Analyze inquiry trends to pinpoint opportunities for process enhancements, including the creation of training materials for staff.
- Supervise and optimize the management of eCorrespondence, social media, and HIPAA form updates to guarantee prompt resolutions.
- Regular attendance is a critical aspect of this role.
- Execute additional duties as assigned or necessary.
Compensation Range: $52,000-$92,000
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