Supervisor/Manager - Customer Service - Healthcare Firm

The Manager / Supervisor of Support Services accomplishes department objectives by supervising staff and organizing and monitoring work processes. The incumbent maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities, and accomplishes staff job results by coaching, counseling, and disciplining employees.

- Ensure professional and courteous customer support services.

- Promote a productive and positive experience with customers to ensure high quality support.

- Handle escalated customer service issues as needed.

- Control costs by managing staffing levels, adjusting as volume dictates.

- Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.

- Administer motivational programs including incentives and contests to drive performance.

- Work across departments in support of the organization.

- Manage the activities of team members.

- Conduct hiring, performance appraisals, and pay reviews.