Customer Service Supervisor
CurrentProvide in-person leadership for problem resolution to facilitate faster improvements and improved working relationships.Manage a department staffing plan for overall function coverage in partnership with other supervisors as applicable.Provide onsite member leadership through effective communications, coaching, training and development.Responsible for accurate and timely submission of the member timecards including management of time off requests for members.Manage departmental performance measures, including visual controls and provides regular progress reports to department managers.Balance quality, productivity, cost and morale to achieve positive results in all areas.Resolve escalated customer satisfaction issues.Proactively address service concerns identified through data, call log information, dashboards, and claims information.Assist in the development and deployment of tools to better identify trending customer concerns.Identify root causes, propose corrective actions, and implement corrective action to ensure high quality of service to customers.Actively promote the Rapid Continuous Improvement (RCI) culture within the department and participate in RCI projects.Serve as a mentor to fellow Customer Service and Support Members (all levels).Work directly with customers in the You’ve Talked, We Listened (YTWL) program regarding customer issues and concerns.Work flexible schedule or extra hours as needed, particularly during the winter months.
