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Customer Service Team Leader

2 months ago

San Antonio, Texas, United States GetixHealth Full time

Customer Service Supervisor Position at GetixHealth

The Customer Service Supervisor is essential in driving the effectiveness of the customer service division and contributing to the overall success of GetixHealth. This role involves working closely with representatives and support personnel to facilitate seamless operations. The supervisor also interacts with clients and upper management when the Manager or Director is unavailable. They are responsible for creating innovative approaches to inspire and guide their team in achieving objectives and fulfilling client service level agreements (SLAs) while aligning with financial goals.

Key Responsibilities:

  • Establish and oversee production and quality benchmarks for the department
  • Manage inventory to guarantee accounts receive adequate calls and interactions
  • Prepare and present operational reports to management
  • Assist in the daily operations of the call center and oversee telephony systems
  • Serve as a backup in the absence of the Manager or Assistant Director
  • Optimize call queues to enhance productivity and efficiency
  • Conduct random call evaluations to uphold quality standards
  • Encourage the team through engaging initiatives and constructive feedback
  • Address escalated patient inquiries
  • Participate in special projects as assigned

Preferred Skills and Experience:

  • Proven ability to effectively motivate staff
  • At least 5 years of experience in customer service
  • Previous managerial experience at Team Lead or Supervisor level
  • Strong listening, communication, and problem-solving abilities
  • Familiarity with healthcare regulations and compliance
  • Exceptional written communication skills
  • Proficient in Microsoft Excel
  • Strong organizational skills with attention to detail
  • Ability to remain adaptable and professional in challenging circumstances

GetixHealth is an equal opportunity Employer.