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EMS Management & Consultants, Inc. · 1 day ago

Supervisor, Customer Service

Clemmons, NC

Full-time

Hybrid

Mid Level

$50K/yr - $55K/yr

EMS Management & Consultants, Inc. is seeking a Supervisor for their Customer Service Department. The Supervisor will lead daily activities of a team of remote and in-office employees, establish policies and procedures, and ensure performance management of the staff.

ConsultingInformation Technology

Responsibilities

Recruit and hire individuals that exhibit the talent and skills required to be successful in a customer focused call center

Create a working environment where team members feel connected, encouraged, and empowered

Provide continuous team training to develop a team of top performers

Hold self and others accountable to high performance standards

Prepare individual and departmental statistical reports for reviewing and evaluating staff performance, staffing requirements, and measuring departmental performance metrics

Delegate work assignment of team workflows and email boxes ensuring timely resolution

Coordinate with payroll department to validate records for company payroll accuracy and cost containment

Control resources and utilize assets to achieve qualitative and quantitative targets

Provide direction and leadership to outsourced calling teams which are an extension of the Customer Service Department

Keep ahead of call center industry’s developments and apply best practices to areas of improvement

Make impromptu changes to schedules and call routing as needed

Overcome objections and re-direct conversations for optimum outcomes

Facilitate client facing meeting

Manage time, projects, processes, and resources to produce desired outcomes

Participation in relevant meetings and company-sponsored events

Update and create working Standard Operating Procedures

Travel as needed (less than 10% of working time)

Qualification

Call center managementTeam leadershipMicrosoft OfficeCustomer service skillsMulti-taskingFeedback managementOnline chat technologyHIPAA knowledgePCI complianceHealthcare revenue cycleCommunication skillsTime managementCritical thinkingCross-functional teamwork

Required

Proven ability to successfully lead a team of remote call center employees

Knowledge of best practices and industry standards regarding call center management & efficiencies

Ability to communicate with peers, managers, clients, vendors, and team members in a professional and respectful manner

Demonstrated ability to multi-task and work with cross-functional teams

Strong listening, decision-making, time management, communication, and critical-thinking skills

Superb customer service skills

Must be able to give and receive positive and negative feedback in a consistent, professional, and respectful manner; includes difficult or sensitive topics/conversations, applying disciplinary action, resolving escalated calls, etc

Proficiency with Microsoft Office programs