Customer Support Supervisor

Job Summary:

The 3D Lab Customer Support Supervisor, under the direction of and reporting to lab operations’ leadership, is primarily responsible for administrative supervision and oversight of the customer support team. Additional responsibilities include reducing operational costs, implementing process improvement initiatives, monitoring compliance with operational policies, and keeping up to date with the progress of assigned administrative duties. The Customer Support Supervisor has a strong level of operational excellence in a customer service-oriented environment. The Customer Support Supervisor works directly with other departments to support 3DR’s goals of excellent patient care and scalability for continuous growth.

Essential Duties/Responsibilities:

• Dedication to profoundly impacting patient care through successful leadership and direction of non-technical staff.
• Direct supervision of non-technical employees including payroll processing, staff scheduling, coaching, disciplinary action processes, and performance evaluations for direct reports.
• Provide outstanding, world-class customer service to our supported customers.
• Supervision of the daily operations and workflow for a 24/7 department. Requires activities during each of the shifts and weekends.
• Develop and maintain appropriate staffing and scheduling models to provide excellent patient care.
• Primary oversight of the workflow with direct responsibility of properly allocating resources and adjusting staffing levels to meet fluctuating operational demands.
• Analyze data and help drive process improvement initiatives.
• Perform quality assurance checks to ensure efficiency and accuracy within the department.
• Create procedures and guidelines to ensure a high level of operational excellence and customer service with external customers.
• Participate in the interviewing and hiring process for non-technical staff.
• Collaborate with other departments. Communicate any trends in customer communication or behavior to other departments.
• Work to support the achievement of 3DR’s strategic, financial, and operational objectives.
• Foster a culture of trust and innovation on assigned team. Develop and maintain a strong teamwork environment.
• All other duties as assigned.

Required Skills/Abilities:

• Excellent organizational, analytical, and problem-solving skills.
• Critical thinking skills, decisive judgement, and the ability to work with minimal supervision in a high-volume department.
• Excellent interpersonal and communication skills. Demonstrated professional demeanor speaking with colleagues, peers, and team members at every level of the organization.
• Provide guidance. Share new ideas, feedback, and information in a professional manner.
• Ability to be self-motivated and work independently, as well as in a team environment.
• Strong leadership and teaching skills including conflict management.
• Flexibility to adapt to changing situations and the ability to prioritize tasks according to objectives.
• Innovative – willing to take reasonable risks. Open to change and willing to help implement new ideas.
• This position may involve working non-traditional hours including evenings and weekends and occasional holidays to ensure continuation of operations.

Desired Education and Experience:

• Associate’s or bachelor’s degree required in relevant field.
• 2 years previous supervisory or leadership experience required, preferably in a contact center or customer support environment.
• Customer service/call center work experience preferred.
• Strong computer skills and working knowledge of Microsoft Office preferred.

Supervisory Responsibilities:

• Approximately 15 – 30 FTEs.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to maintain considerable concentration with frequent time pressures and occasional interruptions.
• Ability to maintain visual attention for considerable lengths of time.

EEO

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status. We require an inclusive environment free from discrimination and harassment.

Experience

• 2 year(s): Associate’s or bachelor’s degree required in relevant field. 2 years previous supervisory or leadership experience required, preferably in a contact center or customer support environment.

Education

• Associates or better in 01-Relevant

Skills

• Leadership
• Management

Behaviors

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Leader: Inspires teammates to follow them

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization