supervisor customer services

Texas Children's Hospital

<div>We are searching for a Supervisor Contact Center &ndash; someone who works well in a fast-paced setting. In this position, you will be responsible for providing day-to-day direction and oversight to the assigned contact center team and serving as a resource for all contact center staff on highly complex issues and problem resolution. This position serves as a role model through providing high quality customer service in accordance with established organization and department regulations, policies and procedures.
Think you&rsquo;ve got what it takes?
Job Duties &amp; Responsibilities
<ul><li>Manages the deployment of people and resources to ensure the teams are manned at all appropriate times and customers receive prompt attention
</li><li>Coaches and develops team members to required standards
</li><li>Implements quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
</li><li>Provides excellent customer service to internal and external customers
</li><li>Provides Management support and supervision of daily operations
</li></ul>Skills &amp; Requirements
<ul><li>High School Diploma or GED required
</li><li>3 years of experience in customer service including related hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking and hotel customer service
</li><li>An Associate&rsquo;s or Bachelor&rsquo;s Degree may substitute for the experience requirement</li></ul></div>

Supervisor, Patient Contact Center

STERIS

<div>At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.<div><div><div><h2 class="jobSectionHeader">
Position Summary</h2>
</div><div>
The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor&rsquo;s assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Manager, Customer Success and Service Support. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction. The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes. Has direct responsibility of our first Value: Customer First Always.</div></div><div><div><h2 class="jobSectionHeader">
What You'll Do as a Supervisor, Customer Care</h2>
</div><div>
People Management (75%)
<div>
<ul><li>Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch</li></ul>
<ul><li>Performs weekly phone call quality audits to ensure STERIS&rsquo; Customer Experience is World Class</li></ul>
<ul><li>Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service</li></ul>
<ul><li>Responsible for interviewing, hiring, coaching and developing staff</li></ul>
<ul><li>Ensures team is following department policies and procedures</li></ul>
<ul><li>Partners with Managers and Employees to maintain and improve employee engagement</li></ul></div> 


Operations Management (15%)
<div>
<ul><li>Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays</li></ul>
<ul><li>Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays</li></ul>
<ul><li>Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule</li></ul>
<ul><li>Performs contract review process on high dollar value orders to ensure audit compliance</li></ul>
<ul><li>Manages product holds during periods of inventory rationing</li></ul>
<ul><li>Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions</li></ul>
<ul><li>Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits</li></ul>
<ul><li>Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders</li></ul>
<ul><li>Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program</li></ul></div> 


Continuous Improvement (10%)
<div>
<ul><li>Drives compliance through the creation and maintenance of Standard Work</li></ul>
<ul><li>Ensures sustainability of Standard Work Processes and Procedures</li></ul>
<ul><li>Tracks weekly progress of Leadership Standard Work on a Visual Management Board</li></ul>
<ul><li>Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work</li></ul>
<ul><li>Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives</li></ul>
<ul><li>Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions</li></ul>
<ul><li>Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits</li></ul>
<ul><li>Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders</li></ul>
<ul><li>Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program</li></ul>
</div></div></div><div><div><h2 class="jobSectionHeader">The Experience, Skills and Abilities Needed</h2>
</div><div>
Required:
<ul>
<li>Bachelor&rsquo;s degree in business discipline</li>
<li>Minimum of 5 years call center management experience required</li>
<li>2 years of people leadership or equivalent experience required</li>
<li>Demonstrated track record as a strong manager and leader</li>
<li>Working knowledge of telephony systems</li>
<li>Working knowledge of workforce management systems</li>
<li>Strong influencing and negotiation skills</li>
<li>Excellent interpersonal and relationship management skills</li>
<li>Demonstrated self-starter and able to manage independently</li> 
</ul>
Preferred:
<ul>
<li>Three years or more with STERIS preferred</li>
</ul>
Other:
<ul>
<li>Strong decision-making skills; understands how decisions impact the Customer and the Company</li>
<li>Ability to lead and influence a cross-functional team and operate in a highly complex environment</li>
<li>Strong analytic skills (data gathering, analysis, and recommendation development)</li>
<li>Must demonstrate a high level of professionalism and integrity</li>
<li>Excellent communication skills &ndash; written, verbal and presentation</li>
<li>Ability to handle multiple demands from many people and prioritize effectively</li>
<li>Ability to maintain composure under pressure</li>
<li>Teamwork</li>
</ul></div></div><div><div><h2 class="jobSectionHeader">What STERIS Offers</h2>
</div><div>
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. 


Here is just a brief overview of what we offer: 

<ul>
<li>Market Competitive Pay</li>
<li>Extensive Paid Time Off and (9) added Holidays</li>
<li>Excellent Healthcare, Dental, and Vision benefits</li>
<li>Long/Short Term Disability Coverage</li>
<li>401(k) with a company match</li>
<li>Maternity &amp; Parental Leave</li>
<li>Additional add-on benefits/discounts for programs such as Pet Insurance</li>
<li>Tuition Reimbursement and continued education programs</li>
<li>Excellent opportunities for advancement in a stable long-term career</li></ul> 


#LI-LD1 
#HYBRID</div></div></div>
Pay range for this opportunity is $60,000.00 - $72,000.00. This position is eligible for bonus participation. 


Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc. 


STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits 


Open until position is filled. 


STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com. 


If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status. 


STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. 


The full affirmative action program, absent the data metrics required by &sect; 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location&rsquo;s HR Office during normal business hours.</div>

Supervisor, Customer Care

SpaceX

<div>
 SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
 
 
 
 SUPERVISOR, STARLINK CUSTOMER SUPPORT - WEEKEND SHIFT
 
 
 
 Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. Whether you're streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. Perfect for areas with unreliable or unavailable connectivity, Starlink is your gateway to the digital world.
 
 
 We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations
 </li>
 <li>
 Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives
 </li>
 <li>
 Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success
 </li>
 <li>
 Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results
 </li>
 <li>
 Monitor customer interactions to ensure quality service and adherence to company policies and procedures
 </li>
 <li>
 Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction
 </li>
 <li>
 Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience
 </li>
 <li>
 Collaborate with other departments to streamline processes and improve service delivery
 </li>
 <li>
 Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels
 </li>
 <li>
 Use data to root cause, identify trends and develop action plans to address them
 </li>
 <li>
 Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements
 </li>
 <li>
 Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration
 </li>
 <li>
 Keep the team informed of updates, changes, and new policies. You manage the change and communication of the change
 </li>
 <li>
 Deliver training programs to enhance the skills and knowledge of the customer support team
 </li>
 <li>
 Foster a positive and motivating team environment
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree
 </li>
 <li>
 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead
 
 
 </li>
 </ul>
 
 Preferred Skills And Experience
 
 
 
 <ul>
 <li>
 2+ years in synchronous (phone/chat/instant messaging) customer support operations
 </li>
 <li>
 Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management
 </li>
 <li>
 Strong problem-solving skills and the ability to make quick, effective decisions
 </li>
 <li>
 Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
 </li>
 <li>
 Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
 </li>
 <li>
 Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications)
 </li>
 <li>
 Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
 </li>
 <li>
 Ability to quickly learn and apply new technologies
 </li>
 <li>
 Excellent written and verbal communication skills
 </li>
 <li>
 Strong attention to detail and organizational skills
 
 
 </li>
 </ul>
 
 Additional Requirements
 
 
 
 <ul>
 <li>
 Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
 </li>
 <li>
 This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area
 </li>
 <li>
 Must be available for the following shift:
 </li>
 <ul>
 <li>
 Shift Delta: Fri - Mon 6:00AM - 4:30PM
 </li>
 <li>
 Shift Echo: Fri - Mon 1:30PM - 12:00AM
 
 </li>
 </ul>
 </ul>
 
 Compensation And Benefits
 
 
 
 Pay range:
 
 
 Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year
 
 
 Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
 
 
 Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.
 
 
 
 Itar Requirements
 
 
 
 <ul>
 <li>
 To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C.
 </li>
 <li>
 1157, or (iv) Asylee under 8 U.S.C.
 </li>
 <li>
 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
 
 
 </li>
 </ul>
 SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
 
 
 Applicants wishing to view a copy of SpaceX&rsquo;s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com
 
 .
 
</div>

Supervisor, Starlink Customer Support - Weekend Shift

Pegasus Logistics Group

<div>Job Profile Summary:
Supervises an organization's logistics operations to control, deliver, and distribute products and materials to the destination.
Major Duties and Responsibilities:<ul><li>
Supports the overall strategy, metrics, and processes to deploy an optimized logistic network and operations.</li><li>
Oversees daily operations for inventory, distribution, transportation, or other processes that support the achievement of organizational goals and KPI's for product delivery and customer satisfaction.</li><li>
Monitors teams and vendors' adherence to service level targets.</li><li>
Troubleshoots and resolves issues.</li><li>
Ensures compliance with all regulations governing transportation of goods.</li><li>
Utilizes systems to input and obtain workflow status and information and to identify problems in operations.</li><li>
Supervises a group of primarily para-professional level staffs.</li><li>
May also be a level above a supervisor within high volume administrative/ production environments.</li><li>
Comply with the requirements of the company&rsquo;s Quality Management System.</li></ul>
Required Skills, Experience, and Education:<ul><li>
Bachelor's degree</li><li>
3+ years of experience in the related area as an individual contributor</li><li>
Computer literate with proficient use of software and/or computer programs (MS Office)</li><li>
Bilingual in Spanish and English</li><li>
Meet customer requirements in a fast-paced work environment with a strong customer service orientation.</li><li>
Self-motivated, positive, have a high degree of integrity, dependable, and participate as a team member to achieve common goals with a sense of urgency.</li><li>
Strong interpersonal skills and problem-solving abilities to positively manage conflict.</li><li>
Must be confident, team-oriented, and enjoy working in a fast-paced environment.</li><li>
Proficiency in English, including the ability to speak, read, write, and comprehend English, is required for this position.</li></ul>
Desired Skills, Experience, and Education:<ul><li>
Displays integrity, reliability, empathy, and a strong work ethic.</li><li>
Results-oriented; Displays sense of urgency.</li></ul>
Physical Requirements:<ul><li>
Remain in a stationary/seated position for an extended period.</li><li>
Regularly required to operate a computer, telephone, keyboard, and other office machinery.</li><li>
Specific vision abilities required by this job include close vision requirements due to computer work.</li><li>
The ability to hear, understand, and distinguish speech and/or other sounds.</li></ul><div><div><div><div><div><div><div>
Pegasus Logistics Group is breaking the mold and we want employees as passionate and diverse as we are.
Pegasus Logistics Group is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.</div></div></div></div></div></div></div></div><div></div>

CLIENT SERVICES SUPERVISOR

General Dynamics Ordnance and Tactical Systems

<div>Company Overview: General Dynamics Ordnance and Tactical Systems (OTS) is a global leader in the design, engineering and production of munitions, energetics, weapons, armaments, and missile subsystems around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters. Our Ethos of Honesty, Trust, Transparency, and Alignment, are the guiding principles that form the foundation of everything we do. Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission, and collaboration is key to our success - fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders. Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement, and work/life benefits that include career development and recognition programs. If who we are and what we do resonates with you, we invite you to join our high-performance team! Job Summary: Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems Impact of the Role:
<h3 class="jobSectionHeader">General Profile</h3><ul><li>
Working supervisor of a team (spends a portion of time performing the work supervised) or supervises the daily activities of production team members</li><li>
Must have one or more of any direct report type</li><li>
Analyses information to solve on-going problems and implements procedures and approaches to complete work
</li><li>Responsible for results of the team</li><li>
Provides direction to team using extensive knowledge of established precedents and practices</li><li>
Consistent exercise of discretion &amp; judgment</li></ul>
Essential Functions:
<ul><li>Supervises all aspects of the organization's technical help desk.
</li><li>Provides mentoring and leadership to the team.
</li><li>Develops and optimizes processes to achieve service level requirements and performance goals.
</li><li>Establishes policies and procedures that produce high-quality service to internal customers.
</li><li>Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
</li><li>Reviews key metrics to analyze the help desk performance and identify problem areas.
</li><li>Supports resource planning and decision-making.
</li><li>Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
</li><li>Collaborates with and trains technical teams to ensure accurate ticket categorization and resolution.
</li><li>Leads and directs the work of other employees and has some responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR &amp; General Managers.
</li><li><ul>Required Qualifications:
<li><ul><li>Required education and experience: Associate's Degree and 3-5 years' experience OR Equivalent Combination of Relevant Education &amp;/or Experience</li><li>
Critical professional related technical skills; computer skills: Proficient in Microsoft Office (Excel, Word, PowerPoint)</li></ul></li>
Preferred Qualifications:
<li><ul><li>Preferred education and experience: Bachelor's Degree</li><li>
Discipline/Major: Business or IT degree preferred</li><li>
Knowledge, skills &amp; abilities: Help Desk Management. Issue Resolution. Process Optimization. Solution Delivery. Upgrades Management. Vendor Management. Technical Project Management. Performance Metrics. IT Help Desk Software.</li></ul></li>
Physical Requirements:
<li><ul><li>Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.</li><li>
Work primarily in a climate-controlled environment with minimal safety/health hazard potential.</li></ul></li>
Travel Requirements: Up to 25% travel likely. _____________________________: The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee's at-will employment status or create an employment agreement or contract, implied or otherwise.</ul></li></ul></div>

Supervisor, End User Svcs

MedImpact Healthcare Systems, Inc.

<div>
 
 Exemption Status
 
 
 
 United States of America (Exempt)
 
 
 $56,006 - $75,608 - $95,209
 
 
 &ldquo;Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.&rdquo;
 
 
 This position is not eligible for Sponsorship.
 
 
 MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!
 
 
 Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.
 
 
 At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!
 
 
 
 Summary
 
 
 
 
 Job Description
 
 
 
 Has primary responsibility for supervision of a variety of Contact Center Services staff. Manages day-to-day operations in the achievement of defined service objectives. Supports management to assure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation. Provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. Trains and develops staff to successfully perform their duties and advance within the Operations career path. Relies on knowledge and experience of healthcare operations concepts, practices and procedures. Takes responsibility for personal growth and career engagement. Leads performance conversations through coaching, feedback, and training, addressing performance gaps promptly and professionally to maintain service quality and compliance. A wide degree of independence, latitude and creativity is expected.
 
 
 
 Essential Duties and Responsibilities
 
 include the following. Other duties may be assigned.
 
 
 <ul>
 <li>
 Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Ensures that staff is properly trained and supervised to accurately execute processing needs in compliance with performance standards and regulatory agencies in a timely manner.
 </li>
 <li>
 Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance &amp; performance standards, administering employee corrective action, and making compensation recommendations. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance.
 </li>
 <li>
 Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables. Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria. Sets high standards and encourages new ideas for improving organizational performance.
 </li>
 <li>
 Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business. Participates as a member of cross functional workgroups, teams, and committees as assigned.
 </li>
 <li>
 Sets high standards and encourages new ideas for improving team performance. Takes informed risks and remains open minded and flexible. Promotes continuous improvement by documenting processes, assigning roles &amp; responsibilities, and measuring results. Seeks out and actively participates in business initiatives that contribute to service excellence.
 </li>
 <li>
 Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives.
 </li>
 <li>
 Works with Call Center Manager and Director to implement strategic business work plan goals.
 </li>
 <li>
 Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers. Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results. Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
 
 
 </li>
 </ul>
 
 Supervisory Responsibilities
 
 
 
 Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
 
 
 
 Client Responsibilities
 
 
 
 This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.
 
 
 
 Qualifications
 
 
 
 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
 
 Education And/or Experience
 
 
 
 BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position. A minimum of 2-3 years&rsquo; experience in a PBM or healthcare environment preferred.
 
 
 
 Computer Skills
 
 
 
 Proficiency with MS Windows Office programs, including MS Word, Excel, Power Point and Outlook to create complex documents, manage schedules, and analyze data.
 
 
 
 Certificates, Licenses, Registrations
 
 
 
 Current Pharmacy Technician License and/or CPhT certification preferred.
 
 
 
 Other Skills And Abilities
 
 
 
 <ul>
 <li>
 Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills.
 </li>
 <li>
 Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
 
 
 </li>
 </ul>
 
 Reasoning Ability
 
 
 
 <ul>
 <li>
 Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
 </li>
 <li>
 Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
 
 
 </li>
 </ul>
 
 Mathematical Skills
 
 
 
 <ul>
 <li>
 Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
 </li>
 <li>
 Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
 
 
 </li>
 </ul>
 
 Language Skills
 
 
 
 <ul>
 <li>
 Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
 </li>
 <li>
 Present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
 
 
 </li>
 </ul>
 
 Competencies
 
 To perform the job successfully, an individual should demonstrate the following competencies:
 
 
 Building Effective Teams
 
 
 Decision Quality
 
 
 Informing
 
 
 Confronting Direct Reports
 
 
 Delegation
 
 
 Organizational Agility
 
 
 Customer Focus
 
 
 Drive for Results
 
 
 Political Savvy
 
 
 
 Physical Demands
 
 
 
 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
 
 While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
 
 
 
 Work
 
 
 Environment
 
 
 
 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
 
 This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).
 
 
 
 Work Location
 
 
 
 This position must work on-site at the Plymouth, MI location for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.
 
 
 
 Working Hours
 
 
 
 This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm.
 
 
 
 Travel
 
 
 
 This position requires domestic travel of up to 10% of the time.
 
 
 
 The Perks
 
 
 
 <ul>
 <li>
 Medical / Dental / Vision / Wellness Programs
 </li>
 <li>
 Paid Time Off / Company Paid Holidays
 </li>
 <li>
 Incentive Compensation
 </li>
 <li>
 401K with Company match
 </li>
 <li>
 Life and Disability Insurance
 </li>
 <li>
 Tuition Reimbursement
 </li>
 <li>
 Employee Referral Bonus
 
 
 </li>
 </ul>
 To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers
 
 
 MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
 
 
 California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.
 
 
 Equal Opportunity Employer, Male/Female/Disabilities/Veterans
 
 
 
 Osha/Ada
 
 
 
 To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
 
 
 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
 
 Disclaimer
 
 
 
 The above
 
 
 statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
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Supervisor, Contact Center Services

SIAR Digital

- Customer Inquiries: Respond to customer inquiries via phone, email, chat, or in person, providing timely and accurate information.- Issue Resolution: Handle customer complaints and issues with empathy, professionalism, and a focus on resolution.- Product Knowledge: Stay up-to-date with product knowledge to assist customers in making informed decisions and providing relevant solutions.- Order Management: Process orders, track shipments, and update customer records, ensuring smooth and efficient transactions.- Service Improvement: Identify recurring customer concerns and suggest improvements to the service process.- Customer Feedback: Gather customer feedback and communicate insights to the relevant departments to improve products, services, or processes.- Relationship Building: Build and maintain strong relationships with customers, ensuring they feel valued and heard.- Collaboration: Work closely with other departments such as sales, marketing, and logistics to ensure customer expectations are met.- Documentation: Accurately document customer interactions and maintain detailed records of issues and resolutions in the CRM system.Pay: Rs45,000.00 - Rs50,000.00 per monthWork Location: In person

Executive - Customer Services

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