Overview:
The Supervisor is responsible for supervising and coordinating activities of workers providing Patient Solutions customer support services.
Responsibilities:
- Makes necessary changes in staffing based on day of week and other anticipated events.
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Monitors productivity of customer service representatives and generates reports.
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Monitors individual, team, and call center results to identify and act on both positiveand negative performance trends to ensure attainment of revenuegoals and performance targets.
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Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
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Answers questions and recommends corrective services to address customer complaints.
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Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
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Determines work procedures, prepares work schedules and expedites workflow.
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Studies and standardizes procedures to improve efficiency of direct reports.
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Maintains collaboration among workers and resolves grievances.
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Prepares composite reports from individual reports by direct reports.
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Identify and report adverse events pursuant to program requirements.
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Identify, document, and report safety information.
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Performs other related duties as assigned by management.
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Includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
- Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
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Computer skills: Microsoft Office Suite.
Pay Range: USD $63,439.52 - USD $79,299.20 /Yr.
