Eurofins Clinical Diagnostics ยท 1 month ago
Contact Center Supervisor
Fairfield, OH
Full-time
Onsite
Senior Level
5+ years expEurofins Clinical Diagnostics is a global scientific company specializing in DNA relationship testing. The Contact Center Supervisor is responsible for leading the Client Service team, enhancing process efficiencies, and ensuring high-quality service delivery to clients.
Biotechnology
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
Qualification
Required
Minimum of five (5) years leadership role
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
Preferred
Bachelor's degree in business or related field
Benefits
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
Company
Eurofins Clinical Diagnostics
Eurofins Clinical Diagnostics (ECD) is among the pioneers in molecular testing for health and patient care.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase