Job Description
Job Overview
The Customer Services Supervisor will be a driving force in maintaining a world-class Customer Service organization for Myriad Neuroscience. The supervisors key job responsibilities are reporting metrics, supervising, monitoring, auditing, and coaching assigned direct reports. Other key responsibilities include assisting the training supervisor with new hire training, onboarding, and project-based functions.
PRIMARY RESPONSIBILITIES
Responsible for supervision of assigned team of Customer Service Representatives
Monitor day to day call center activities including all standard operating procedures, call center metrics, coach employees on metrics and outcomes for customer service activities
Promote an effective culture for the team including personal and- team professional development
Ability to utilize department reporting dashboards to identify patterns, trends, and provide metrics
Distributes -assigns work to Direct Reports
Makes advanced decisions to meet business objectives and assist others with decision making
Maintain and monitor compliance of direct reports will all departmentally polices
Partners with CS leadership to make recommendations for process improvements and data analytic needs
Document evolving process, procedure, and training within the department
Review and manage all department escalations to ensure a timely resolution
Complete payroll and manage employee schedules and time off requests to ensure coverage for all roles in the department
Engage and motivate employees to increase productivity and manage incentive programs related to employee performance
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Bachelor's degree or equivalent experience - 5+ years and knowledge in the healthcare industry preferred
Expert on all areas of Customer Service Department daily operations.
Ability to manage employees in remote locations and to effectively manage processes and resources.
Excellent leadership, time management, scheduling, and organizational skills
Follow all rules and regulations and adhere to the highest ethical standards
Ability to work effectively and meet productivity goals
Ability to manage multiple tasks in a fast-paced environment
Proficient Knowledge in utilizing Excel/Word/Power Point
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
