Call Center Supervisor - Senior Customer Service

posted:
Location
Madison, Wisconsin
Industry
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Full-Time
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 68,000 - US$ 74,000 per year
Ref. Number
S_39215
Contact
Moto Gladys Igahara, Spherion
Phone
608-274-6000
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Job Description

In partnership with Exact Sciences, we are recruiting for multiple senior level call center supervisors to join the fight against cancer!

The Call Center Supervisor, more officially titled Provider Support Supervisor manages the Provider Support Team. This position supports the Exact Sciences Sales Teams, Healthcare Providers and internal customers throughout the organization, providing World Class Service. This position works cross functionally with sales leadership and Exact Sciences Laboratories leadership within the Customer Care Center. This position is also responsible for managing specialty client servicing and overall performance of established goals for the team. The Provider Support Supervisor will follow all laboratory and customer care center procedures and policies and maintain accurate data reporting practices.

Responsibilities:
- Supervises a team of associates or specialists ensuring the effective and efficient completion of job duties/responsibilities, and developing skills
- Provides reporting and visibility to overall performance of team.
- Manages distribution of team assignments as point of contact for specialty clients.
- Supports new hire Onboarding as needed.
- Investigates and resolves issues related to provider orders or servicing for the sales team, providers or other internal customers.
- Resolves escalated customer complaints, identifies and escalates high priority issues to leadership.
- Supervises team effectiveness to identify process improvements and document new procedures for growth.
- Responsible for maintaining current knowledge of changes to sales policies, organizational structure and territory assignments, as well as communications on sales strategy and initiatives.
- Cross functionally works to triage issues for appropriate resolution.
- Supports the Clinical Study team for order entry, issue resolution and process improvement.
- Other duties as assigned.

Working hours: 8:00 AM - 5:00 PM

Skills:
- Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.
- Ability to accurately follow written and verbal instructions.
- Excellent problem solving abilities.
- Strong organizational skills.
- Possess a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with peers at all levels of the organization.
- Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
- Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
- Knowledge of contact center technology.
- Demonstrated strong attention to detail and focus on quality output.
- Demonstrated knowledge of customer service principles and practices.

Education:
Bachelors

Experience:
4-7 years

Qualifications:
- Bachelor's degree or relevant college course work and business experience combined.
- Computer proficiency
- Four (4) or more years of customer service experience in the healthcare industry or one (1) to two (2) years of account management, sales or sales support experience in healthcare or Exact Sciences or Cologuard product knowledge and experience with several of the Essential Duties and Responsibilities for this role.
- Minimum two (2) years of experience directly leading others.
- Demonstrated experience working in a sales or customer service environment specialized in providing an exceptional customer experience.
- Demonstrated leadership serving on a project or in a team capacity.


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