Support Center Supervisor - Call Center
DUTIES AND RESPONSIBILITIES
Leadership
- Manages Support Center Staff in a call center environment.
- Develops constructive relationships with each sub functional area, i.e., Product planners, Accounts Receivables, Marketing and Sales, Clinical Support, Technical Support, Software Support, Field Performance and Field Service personnel. Troubleshoots problems and develops bridge-building solutions that improve these relationships.
- Ensures the effective management of expenses, time, people, and inventory to ensure optimal use of resources.
- Responsible for appropriate staffing.
- Partners with the manager for the wage and performance process for associates in the team.
- Monitors daily programming and accuracy of the call schedule of all support center personnel and the ACD system.
- Produces and analyzes reports and statistics.
- Leads major projects, many being cross functional.
- Provides input and participation in the annual budgeting process and responsible for managing the customer service operations within budgetary guidelines.
Customer Support
- Understands customer issues and works with the business areas to resolve problems with product, procedures, and policies, recommending and as needed driving change to resolve issues.
- Manages North America Customer Service functions including order and claims processing meeting/exceeding customer requirements.
- Resolves customer requests, questions, and complaints frequently requiring analysis of situations to determine best use of resources.
- Serves as liaison between the customer and various departments.
Training & Process Improvements
- Develops working knowledge of products and therapies of all business areas.
- Ensures provision of effective formal training as well as development of professional skills and behaviors of team members.
- Validates training completed by team members in all aspects of their positions and timely feedback provided on performance.
- Identifies, recommends, and implements pro-active continuous improvement for department systems and process, recognizing the impact to all areas.
- Constantly analyzes changing business and customer needs and plans and recommends organizational or systems changes to address business requirements.
- Develops and effectively manages systems with a high degree of responsiveness and flexibility to meet the service and information needs of customers and management.
- Identifies and develops new procedures on trouble-shooting for applications.
- Provides on-going assessment of call center process.
Qualifications
- Education Requires a Bachelor’s Degree in appropriate field.
- Experience Minimum of five years experience managing, directing and planning in a call center environment.
- Requires working understanding service and customer satisfaction metrics and experience with implementation as a tool for continuous improvement.
- Thorough working knowledge of call center applications are preferred.
Skills
- Requires a thorough understanding of customer support functions.
- Working knowledge in one or more areas such as therapy, technology, finance, systems or customer business operations.
- Demonstrated and effective leadership and managerial skills.
- Strong skills in planning, budgeting, and project management directed at achievement of short and long term business goals.
- Knowledgeable of Microsoft Office Suite including Word and Excel, along with Outlook.