service center supervisor

North Texas Tollway Authority

<div>
 NORTH TEXAS TOLLWAY AUTHORITY
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  Summary
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 The Customer Service Supervisor leads daily operations across multiple customer service channels, including Call Center, Front Counter, and Back Office Support, ensuring consistent, high-quality service delivery. This role supervises and coaches staff, monitors performance metrics, manages scheduling and workload distribution, and resolves escalated customer issues while promoting NTTA&rsquo;s Mission: Forward values.
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  Starting Rate: $58,094/annually- $76,440/annually- $99,372/annually
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  Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.
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  Responsibilities
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   Ensures Service Level Agreements (SLAs) are met.
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   Resolves escalated customer issues and handle escalated customer interactions.
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   Resolves internal and external customer issues; respond with urgency to customer inquiries.
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   Manages customer service staff performance and quality by coaching team members and participating in customer interactions, call monitoring sessions, or case management.
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   Monitors quality and performance standards.
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   Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation.
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   Supports team members by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals.
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   Motivates team and ensures performance metrics are met.
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   Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 360 feedback.
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   Quantifies workforce shortages and adjust available staff accordingly.
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   Reviews all internal and external customer contacts.
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   Reviews productivity by analyzing daily reports, updates spreadsheets, and provides statistics to Customer Service staff and management.
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   Solicits feedback from customers and employees and recommend improvements in all internal and external processes.
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   Recommends and implements employee recognition programs.
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   Schedules tasks and projects.
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   Assists Workforce Management, working with and managing vendor relationships, and assisting other departments and groups.
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   Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
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   Ensures confidentiality of employee and customer records.
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   Performs billing research to resolve customer inquiries.
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   Enters, organizes and maintains critical data and reviews and verifies all deposits (when assigned to front counter support).
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   Performs research for budget documents, compile data for computer entry and enter or oversee data entry.
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   Supports all groups within Customer Service, however, normal day-to-day duties typically fall within one of the following areas:
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  Call Center
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 Includes all duties listed above while providing direct leadership and daily operational oversight for customer service representatives in a multi-channel contact center (
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  inbound/outbound calls/emails/chat
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 ), ensuring adherence to service standards, schedules, and performance expectations. Monitors call handling performance by participating in call monitoring, quality assurance reviews, and real-time observation; delivers timely coaching and corrective guidance to improve service quality, efficiency, compliance, and customer satisfaction. Analyzes call center data and performance reports to identify trends, training needs, and process improvement opportunities; communicates insights and action plans to team members and leadership.
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  Front Counter
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 Includes all duties listed above with main duties in our front counter environments. Other duties may include, but not limited to cash handling, auditing and balancing procedures. This position requires the ability to work any assigned shift within the Monday&ndash;Saturday workweek. Saturday availability is a required and essential function of this role. Work schedules may rotate and change based on operational and business needs. This position requires the ability to report to and work at any NTTA Customer Service Center location, as assigned. Customer Service Center locations may include, but are not limited to: Plano, Mesquite, Fort Worth, Irving, Grand Prairie, and South Dallas (DPS). Assigned work location may vary on a regular basis depending on coverage needs, staffing levels, and business necessity.
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  Support Services
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 In addition to general leadership responsibilities, this position directly supervises a team of Support Service Agents, overseeing daily operations and ensuring service excellence. Assisting team members by handling escalated inquiries/cases/calls, inventory management, override requests, helping team members through research and finding information to find resolution. Work volume will vary depending on overall case volume and business needs which may require additional effort up to and including additional work hours.
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  Qualifications
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  Minimum:
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 High School diploma or equivalent
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 1-3 years&rsquo; experience
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 Valid driver&rsquo;s license or ability to obtain Texas Class &ldquo;C&rdquo; driver&rsquo;s license within 30 days of hire
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  Preferred
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   N/A
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 <strong>
  About NTTA:
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 NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.
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  Our mission:
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 We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
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 How To Apply
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 Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
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 If you have questions about the application process, please access our Frequently Asked Questions
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 At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.
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  Refer your Family and Friends to apply at
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  https://careers.ntta.org
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  NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
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</div>


Customer Service Center Supervisor

The University of Michigan

<p></p><div><div><div><h2 class="jobSectionHeader"><b>How to Apply</b></h2><p>
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.</p><h2 class="jobSectionHeader"><b>
Who We Are</b></h2><p>
Michigan Medicine is one of the largest hospitals in Michigan and a premier academic medical center made up of:</p><ul><li>
U-M Health System</li><li>
University of Michigan Medical School and its University of Michigan Medical Group practice</li><li>
One of the nation?s largest biomedical research communities</li><li>
Michigan Health Corp. the legal entity that allows the Health System to enter into partnerships, affiliations, joint ventures and other business activities</li></ul><h2 class="jobSectionHeader"><b>
Mission Statement</b></h2><p>
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.</p><h2 class="jobSectionHeader"><b>
Job Summary</b></h2><p><b>
Job Summary / Responsibilities</b></p><p>
The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers.</p><p>
Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.</p><h2 class="jobSectionHeader"><b>
Responsibilities*</b></h2><ul><li>
 Provide direct supervision of Contact Center Representatives.</li><li>
 Ensure adherence to policies for attendance and other Standard Practice Guidelines (SPG).</li><li>
 Prepare weekly/monthly performance reports. Report and share with management team and Contact Center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring and goal setting.</li><li>
Provide coaching, mentorship, and development opportunities to direct reports</li><li>
Assist in the identification and resolution of operating problems related to calls, scheduling, and process implementation.</li><li>
Conduct formal on-the-job and ongoing training for Contact Center staff; create a staffing plan conducive to meeting training needs.</li><li>
Approve time off/vacation requests; create a coverage plan for absences.</li><li>
 Approve payroll time.</li><li>
Work with Contact Center Sr. Rep(s) to update and maintain Contact Center training material.</li><li>
 Monitor Contact Center work for accuracy and quality assurance and provide feedback, coaching, and mentoring.</li><li>
Complete annual performance reviews for direct reports</li><li>
Act as liaison between Contact Center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and Contact Center issues.</li><li>
Demonstrate excellent work ethic and customer service, acting as a role model in all areas of Contact Center operations.</li><li>
Help to oversee and monitor day to day call center operations and processes for customer. satisfaction, efficiency, and target achievements: 80% service level, 5% or less abandonment rate.</li><li>
Communicate with all staff at weekly/monthly meetings to reach department goals, resolve issues and institutional priorities or changes.</li><li>
 Foster positive communication among all staff.</li><li>
Lead the staff in the ongoing Lean in Daily Work Model quality improvement initiatives, working to make continuous improvement to Contact Center performance metrics.</li><li>
Maintain administrative confidentiality in all matters.</li><li>
 Other duties as assigned.</li></ul><h2 class="jobSectionHeader"><b>
Required Qualifications*</b></h2><ul><li>
Associate Degree or equivalent combination of education and experience within an ambulatory care setting.</li><li>
Individual must exhibit strong leadership skills, possess a professional and positive image when interacting with patients, faculty, and staff. They must also adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population and effectively manage and lead staff.</li><li>
Candidates must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment. In addition, candidate must demonstrate flexible and creative problem-solving skills, proficient computer and keyboarding skills, and excellent attendance.</li><li>
Proficient communication skills and results-orientated work approach.</li></ul><h2 class="jobSectionHeader"><b>
Desired Qualifications*</b></h2><ul><li>
Experience with EPIC (electronic medical report).</li><li>
Knowledge of University policies and procedures.</li><li>
Experience leading teams and team building.</li></ul><h2 class="jobSectionHeader"><b>
Why Join Michigan Medicine?</b></h2><p>
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.</p><p><b>
What Benefits can you Look Forward to?</b></p><ul><li>
Excellent medical, dental and vision coverage effective on your very first day</li><li>
Flexible spending accounts</li><li>
Prescription Drug Plan</li><li>
Mental and emotional health programs</li><li>
Child Care Resources</li><li>
Life Insurance</li><li>
Legal Services Plan</li><li>
2:1 Match on retirement savings</li></ul><p><b>
Another reason to Go Blue!</b></p><ul><li>
Nationally Recognized for work/life effectiveness by WorldatWork</li><li>
Top 5 employer in Michigan by Crains Detroit Business</li><li>
Forbes #1 Best Employer in Michigan</li><li>
Ranked #11 in the US and best in Michigan Best Hospitals rankings for 2020-21</li><li>
Five medical specialties ranked in the nations top 10 and was ranked No. 1 in the state of Michigan.</li><li>
Michigan Medicine ranked #15 in Newsweek's World's Best Hospitals rankings</li></ul><h2 class="jobSectionHeader"><b>
Modes of Work</b></h2><p>
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.</p><h2 class="jobSectionHeader"><b>
Additional Information</b></h2><p><b>
Reporting Relationship</b></p><p>
This position will report to Contact Center Manager within the University of Michigan Medicine Medical Group (UMMG) and will also receive direction from the Director of the Contact Center.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Application Deadline</b></h2><p>
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.</p><h2 class="jobSectionHeader"><b>
U-M EEO Statement</b></h2><p>
The University of Michigan is an equal employment opportunity employer.</p></div></div></div><p></p>
<br><div><div><h3 class="jobSectionHeader"><b>Job Opening ID</b></h3>
<div><p>277243</p>
</div></div><div><h3 class="jobSectionHeader"><b>Working Title</b></h3>
<div><p>Contact Center Supervisor - Intermediate</p>
</div></div><div><h3 class="jobSectionHeader"><b>Job Title</b></h3>
<div><p>Call Center Inter Supr Inbound</p>
</div></div><div><h3 class="jobSectionHeader"><b>Work Location</b></h3>
<div><p>Michigan Medicine - Ann Arbor</p>
</div></div><p>Ann Arbor, MI</p>
<div><h3 class="jobSectionHeader"><b>Modes of Work</b></h3>
<div><p>Hybrid
</p></div></div><div><h3 class="jobSectionHeader"><b>Full/Part Time</b></h3>
<div><p>Full-Time</p>
</div></div><div><h3 class="jobSectionHeader"><b>Regular/Temporary</b></h3>
<div><p>Regular</p>
</div></div><div><h3 class="jobSectionHeader"><b>FLSA Status</b></h3>
<div><p>Exempt</p>
</div></div><div><h3 class="jobSectionHeader"><b>Organizational Group</b></h3>
<div><p>Um Hospital</p>
</div></div><div><h3 class="jobSectionHeader"><b>Department</b></h3>
<div><p>MM ACS Contact Center Central</p>
</div></div><div><h3 class="jobSectionHeader"><b>Posting Begin/End Date</b></h3>
<div><p>5/08/2026 - 5/15/2026</p>
</div></div><div><h3 class="jobSectionHeader"><b>Career Interest</b></h3>
<div><p>Administration</p></div></div></div>

Contact Center Supervisor - Intermediate

Dayton Freight

<div>Overview:<div></div><div><br>
As an Operations Supervisor, you will plan, schedule, coordinate and implement methods and procedures that will ensure the most efficient and economical routing and movement of customers&rsquo; freight in an error-free manner.</div><div></div><div><b><br>
Shifts Available:</b></div><ul><li>
2:00 AM - 11:00 AM</li><li>
2:00 PM - 11:00 PM</li></ul>
Responsibilities:
<ul><li>Compile production and service records and measure conformance to standards</li><li>
Inspect and measure performance of personnel resulting in changes in work practices necessary to improve overall Service Center operations</li><li>
Review logs and reports and confers with shift personnel to ascertain pertinent scheduling, production and administrative support requirements</li><li>
Set up appointment freight deliveries</li><li>
Perform and or assists with billing, rating, manifesting and analysis of freight weight and size</li><li>
Maintain excellent communication with external and internal customers</li><li>
Assist with training, development and evaluation of production and/or clerical personnel performance and recommends or initiates documentation</li><li>
In conjunction with the Service Center Manager, recruit, qualify, interview, hire, train and develop Service Center personnel</li><li>
Ensure that Service Center premises are protected and maintained</li><li>
Assist in the investigation, reporting and initiation of corrective actions for accidents, job related injuries employee discrepancies</li><li>
Understand and apply company safety practices including DOT, EPA, ICC and OSHA rules and regulations</li><li>
Assist with the facilitation of information meetings with Service Center team members</li><li>
Effectively handle special assignments as directed</li></ul>
Qualifications:
<ul><li>Knowledge of the LTL/ Transportation Industry</li><li>
Has managed Drivers and Dockworkers</li><li>
Knowledge of the surrounding geographical area to the Service Center</li></ul>
Physical Demands: This position requires the ability to perform a combination of administrative and operational duties in an office and dock environment. Duties may include standing and walking for extended periods, pushing or pulling equipment, operating material-handling equipment, and occasionally assisting with physical dock tasks such as handling freight and related materials. * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits:
<ul><li>Stable and growing organization</li><li>
Competitive weekly pay</li><li>
Quick advancement</li><li>
Professional, positive and people-centered work environment</li><li>
Modern facilities</li><li>
Clean, late model equipment</li><li>
Comprehensive benefits package: Health, Dental, Vision, AD&amp;D, 401(k), etc.</li><li>
Paid holidays (8); paid vacation and personal days</li></ul><div><b>
Starting Pay</b>: $70,000 per year. This amount reflects total compensation (base + bonus).
</div><div>Pay does vary depending on relevant industry experience.</div></div><div></div>

Operations Supervisor

Qualfon

<div>Overview:
<div><b>
Mission:</b> As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Dimensions of Leadership:</b></div><div></div><div><b><br>
1. Mentor: </b>Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div><b><br>
o Coaching and Development:</b></div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div><b><br>
2. Manager: </b>Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div><b><br>
o Client and Internal KPIs:</b></div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div><b><br>
3. Messenger: </b>Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div><b><br>
o Communication and Team Building:</b></div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor

UF Health

<div>Overview: Under direction of Patient Access Center Manager or Team Lead, acts as a subject matter expert in administrative protocols of primary care, specialty care and ancillary services center. Acts as first line resource to customer service team members. Responsibilities:
<p>
Provide excellent customer service to patients, staff, and community health care providers while handling high volume incoming phone interchange on an automatic call distribution system.</p><p></p><p><br>
Responsible for maintaining up to date reference materials.</p><p></p><p><br>
With guidance from immediate supervisor/manager/administrator, acts as subject matter expert in systems and administrative protocols of primary care, specialty and ancillary service lines.</p><p></p><p><br>
With guidance from immediate supervisor/manager/administrator, assists with disseminating and assuring understanding of updated information regarding triage protocols and patient access center.</p><p></p><p><br>
With guidance from supervisor/manager/administrator, provides guidance and mentoring to new and existing team members in the patient access center</p><p></p><p><br>
Performs all Patient Access Center CSR duties</p>
Qualifications:
<p>
Experience Requirements: 1 year-Data entry</p><p></p><p><br>
Preferred Experience - 1: 2 years-University of Florida Jacksonville call center</p><p></p><p><br>
Required Experience - 2: 1 year-Clerical/customer service experience -ideally in a health care related industry</p><p></p><p><br>
Education: High School Diploma/GED - <b>required</b></p><p></p><div><b><br>
UFJPI is an Equal Opportunity Employer and Drugfree Workplace</b></div></div>

CSR II Patient Access Center| Full Time | Days

Prateeti Infotech

<p><b>Job Description:</b></p><p>Prateeti Infotech is seeking an experienced <b>Customer Service Supervisor / Call Center Team Lead</b> to join our team. In this role, you will oversee our call center operations, ensuring the highest level of customer satisfaction while effectively managing team performance.</p><p><b>Key Responsibilities:</b></p><ul><li>Supervise daily call center activities and manage a team of customer service representatives.</li><li>Train, mentor, and motivate staff to achieve service excellence and performance targets.</li><li>Monitor calls to ensure compliance with quality standards and adherence to procedures.</li><li>Address customer issues and inquiries in a timely and efficient manner.</li><li>Analyze call center metrics and prepare reports to identify areas for improvement.</li><li>Collaborate with management to develop strategies that enhance customer satisfaction.</li></ul><p><b>Qualifications:</b></p><ul><li>Bachelor&rsquo;s degree in Business Administration, Communication, or a related field.</li><li>Proven experience in customer service or call center management.</li><li>Strong leadership and team management skills.</li><li>Excellent communication and interpersonal abilities.</li><li>Proficiency in call center software and Microsoft Office Suite.</li><li>Ability to work in a fast-paced environment and handle high-stress situations.</li></ul><p><b>Salary:</b></p><ul><li>Competitive hourly rate ranging from <b>80</b> <b>-* </b>150<b> </b>QAR*, based on experience and qualifications.</li></ul><p>If you are passionate about customer service and possess strong leadership skills, we invite you to apply for the <b>Customer Service Supervisor / Call Center Team Lead</b> position at Prateeti Infotech.</p><p>نوع الوظيفة: دوام كامل, عقد, دائم</p><p>الراتب المدفوع: QAR٨٠٫١٥&nbsp;لكل ساعة</p><p>موقع العمل: على الطريق</p>

Customer Service Supervisor / Call Center Team Lead

DataPath, Inc.

<p><b>Role Summary</b></p><p>The Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.</p><p><b>Key Responsibilities</b></p><ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul><p><b>Required Qualifications</b></p><ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul><p>Pay: $50,000.00 - $60,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Preferred)</li></ul><p>Experience:</p><ul><li>call center supervisor: 3 years (Preferred)</li></ul><p>Work Location: Remote</p>

Contact Center Supervisor

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