Customer Support Supervisor
G
Gainwell TechnologiesHealthcare services
Full-time remote position; applicants must reside within the United States.Full-TimeManager
Salary48,400 - 69,200 USD per year
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Job Details
- Experience
- Minimum of 2 years of direct supervisory experience.
- Required Skills
- Problem SolvingQuality Assurance
Requirements
- Have a minimum of 2 years of direct supervisory experience, including responsibility for employee performance, coaching, development, attendance, and day-to-day operations.
- Have directly supervised a team of 5 or more employees in customer service, contact center, healthcare operations, claims, clinical support, or a related service environment.
- Have experience managing SLAs, KPIs, quality, productivity, performance metrics, and operational reporting.
- Be able to identify performance gaps and implement appropriate action plans.
- Have experience developing, implementing, or managing a quality assurance or quality monitoring program, including standards, reviews, coaching, reporting, and continuous improvement.
- Have leadership, analytical, problem-solving, organizational, and communication skills.
- Be able to manage complex clerical and clinical workflows and resolve escalated issues.
- Be able to work effectively with employees, management, clients, and cross-functional partners.
- Have schedule flexibility and weekend availability based on business and operational needs.
- Maintain a private, distraction-free workspace and reliable hard-wired internet with at least 25 Mbps download and 10 Mbps upload; Wi-Fi cannot be the primary connection.
Responsibilities
- Lead, coach, and develop a customer support team through day-to-day supervision, performance feedback, training, and mentoring.
- Monitor SLAs, productivity, quality, accuracy, and performance across clerical and clinical workflows, and take corrective action when needed.
- Develop, implement, and maintain a quality program with measurable standards, monitoring, reporting, coaching, and continuous improvement activities.
- Research and resolve complex customer and operational issues, escalating service-level or performance concerns as appropriate.
- Review operational and client reports, monitor data integrity and daily transactions, identify trends, and recommend service improvements to leadership.
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