Contact Center Supervisor

The Contact Center Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center the Contact Center Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency. Operating with accuracy and integrity they anticipate and meet strategic customer and employee needs proactively.  They work in conjunction with Client Service Representatives to ensure the successful delivery of services.

Essential Duties & Responsibilities

• Own the resolution of escalated client concerns in the form of calls emails faxes and chats.
• Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs
• Identify process bottlenecks and workflow inefficiencies championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.
• Establish subject matter expertise regarding roles/responsibilities of the Client Services team and intersections with other functional teams.
• Maintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.
• Partner with other supervisors to achieve KPIs through managing staffing productivity and efficiency.
• Create and implement strategy around process communication creating a culture of awareness transparency and continuous process improvement
• Identify trends and assess department needs for training and standard operating procedures
• Develop and maintain a strategy for contact center training including delivery content and schedule for new hires and current employees requiring remedial training
• Lead piloting of new channel product or systems initiatives while overseeing documentation of workflow and adoption within the contact center.
• Provide recommendations on how to maximize efficiency within the contact center.
• Engage in the interview and selection process and oversee new hire onboarding and assimilation.
• Provide effective feedback during annual appraisals counseling and discipline and recognition.
• Other duties as assigned or become evident

Qualifications :

• Bachelors degree in business or related field preferred
• Minimum of five (5) years leadership role required
• Strong will to drive impactful change and continuously challenge the status quo
• Excellent interpersonal skills creating a supportive work culture while compelling others to achieve.
• Strong conflict resolution skills including identifying issues and advancing practical solutions
• Strong analytical skills evaluating KPIs to form actionable insights and provide recommendations.
• Strong decision-making skills evaluating competing priorities and setting a course of action.
• Demonstrated ability to interact with and effectively present to senior leadership
• Excellent project management skills managing multiple priorities and meeting established deadlines
• Demonstrated ability to build a collaborative culture and relationships with strategic partners
• Highly proficient in Microsoft Office and other computer software programs

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Communicating with others to exchange information.
• Ability to travel as needed.

Additional Information :

Schedule:

• Monday - Friday 8:00am to 6:00pm

What we offer:

• Excellent full time benefits including comprehensive medical coverage dental and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.

Remote Work :

No

Employment Type :

Full-time