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.
Monitors productivity of customer service representatives and generates reports.
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.
Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Answers questions and recommends corrective services to address customer complaints.
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.
Determines work procedures, prepares work schedules and expedites workflow.
Studies and standardizes procedures to improve efficiency of direct reports.
Maintains collaboration among workers and resolves grievances.
Prepares composite reports from individual reports by direct reports.
Identify and report adverse events pursuant to program requirements.
Identify, document, and report safety information.
Performs other related duties as assigned by management.
include 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.
Computer skills: Microsoft Office Suite.
Pay RangeUSD $63,439.52 - USD $79,299.20 /Hr.
