Customer Service Supervisor

  • Cleveland, OH

Job Description

We work with client leadership to develop short-term and long-term plans that link technology needs with business strategy. Projects range from broad exercises to focused package implementation strategies. We believe that a solid implementation strategy is critical to any planning project. Our approach to IT planning is based on years of experience gained in dozens of successful implementations.We assign our most experienced people to execute our planning projects. Our team offers substantial technology and healthcare expertise. Through our experience, market knowledge and research capabilities, we work with you to structure initiatives that align with your organization’s strategic objectives. You can expect objective recommendations from us. We don’t sell software or hardware and have no financial relationships with any technology vendor.                                                                                                                                                                                                                                                                                                                          Description:                                                                                                                                                                                                                                                                                                                          This position will provide oversight for the customer service functions, processes and staff who support our program. This position will also conduct analysis of internal processes, make recommended improvements, and provide report(s) to the executive management team.                                                                                                                                                                                                                                                                                                                          Essential Functions:                                                                                                                                                                                                                                                                                                                          • Maintain comprehensive up-to-date knowledge of all facets (i.e. sales, operations, marketing, warehousing, etc.) of the business to ensure delivery of exceptional customer service; cross collaborate with other areas of the business on initiatives that have customer impact                                                                                                                                                             • Establish, evaluate and maintain metrics to assess customer service performance in meeting established department objectives; provide weekly, monthly and quarterly reports.                                                                                                                                                             • Carry out performance measurement, monitoring and evaluation of customer service staff to improve efficiency, response time and level of service                                                                                                                                                             • Monitor and manage call center volume received via phone, the Web and mail to ensure appropriate coverage to meet established goals and conversion times.                                                                                                                                                             • Act as a resource to staff in resolving difficult or unusual customer questions, operations or procedures                                                                                                                                                             • Document and maintain customer service procedures and training manuals• Develop and lead a training program for customer service staff; manage a Q&A program for the customer service team                                                                                                                                                             • Standardize all customer service communications                                                                                                                                                             • Oversight of customer service staffing to ensure adequate staffing levels, inclusive of hiring, coaching, and development feedback                                                                                                                                                             • Develop, implement and effectively monitor staffing budgets                                                                                                                                                             • Assist in the implementation of a new Event Registration System within the organization and the department. Maximizing on the functionality and automated services offered within the new system.                                                                                                                                                                                                                                                                                                                          Skills and Competencies:                                                                                                                                                                                                                                                                                                                          • 1 to 3 years of progressively responsible supervisory experience in customer service call center environment                                                                                                                                                             • Experience working in a business-to-consumer environment                                                                                                                                                             • Proven experience having successfully managed workflow processes that improved efficiency of call center operation                                                                                                                                                             • Experience in developing and implementing staff training programs, as well as departmental policies and procedures                                                                                                                                                             • Excellent written and oral communications and ability to motivate others to deliver exceptional customer service                                                                                                                                                             • Ability to work effectively under pressure and respond to changing priorities, while adhering to deadlines                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 Selecting a new information system is a major decision for provider organizations, especially in this era of highly advanced functionality. These decisions typically result in significant investments of time and money, and long-term relationships with core software vendors.Because of this, the process for arriving at a vendor decision must be sound. We believe that there are two critical success factors for any system selection project: objectivity and broad buy-in.The vendor decision must be based on objective criteria rather than a subjective, “gut feel” point-of-view. Software should be evaluated against a set of requirements established through a detailed evaluation of current-state processes and future-state objectives.In addition, the selection decision-making process must involve the correct people so that it is viewed as a sound decision and is widely accepted throughout the organization. Because implementation requires significant support and commitment from multiple departments and individuals, an organization cannot afford to have key resources who feel that the vendor selection was done without appropriate input.Our approach to system selection projects accomplishes these success factors. Our approach is based on years of experience gained in dozens of successful projects.