Supervisor, Customer Service #3257

You Will

• Supervise and manage the day-to-day operations of the customer service team, ensuring smooth and efficient functioning.
• Collaborate closely with other supervisors to meet daily Service Level Agreements (SLAs) across all work streams.
• Develop and implement a comprehensive scheduling plan to ensure optimal coverage and efficient resource utilization.
• Conduct daily huddles to update your team on trends and important information, such as expected sample volume and accession issues.
• Provide ongoing coaching, mentoring, and training to enhance team members' skills, knowledge, and overall performance.
• Monitor team performance and offer feedback to improve customer satisfaction levels, while also establishing and tracking individual and team Key Performance Indicators (KPIs).
• Collaborate with the training manager to provide input for continuous training and improvement.
• Address escalated customer issues promptly and find timely resolutions to maintain a high level of customer satisfaction.
• Implement quality control procedures, including call monitoring, to consistently meet customer service standards.
• Actively participate in live calls to offer support and assistance to agents as needed.
• Cultivate a positive and inclusive work environment that encourages open communication, teamwork, and employee engagement.
• Participate in the recruitment and hiring process for new customer service team members.
• Conduct performance evaluations and create action plans to support team members' professional development.

Your Background Should Include:

• At least 5-8 years of experience in a customer service role, with at least 2 years in a supervisory or team lead position.
• Demonstrated ability to effectively manage and lead a diverse team to achieve performance goals.
• Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders.
• Strong interpersonal skills and a proven track record of building and maintaining positive working relationships.
• Proficiency in Google Suite (Docs, Sheets, Slides) and prior experience with CRM systems and customer service software.
• Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations.
• A customer-focused mindset, with a strong commitment to delivering exceptional service.
• Adaptability and flexibility to thrive in a fast-paced and dynamic work environment.
• Exceptional organizational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously.
• A Bachelor's degree in Business Administration, Communications, or a related field is considered a plus.