Customer Service Supervisor
il y a 4 semaines
Job Description:
We are seeking a highly skilled Customer Service Supervisor to join our team at NTT DATA, Inc. As a Customer Service Supervisor, you will be responsible for leading a team of customer service representatives and ensuring the highest quality of service is provided to our clients.
Key Responsibilities:
- Supervise a team of customer service representatives and provide guidance and support as needed.
- Monitor team performance and report results to higher-level leadership.
- Assist team members with escalated client or account issues.
- Manage the hiring, staffing, and maintaining of a diverse and effective workforce.
- Responsible for career development, performance, and pay discussions of team members.
- Interact with clients and internal departments to resolve issues.
- Lead staff to complete assignments using established guidelines, policies, and procedures.
- Demonstrate professional courtesy and represent the company in a positive manner in all areas of internal and external communications.
- Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.
- Compile and analyze data to identify trends for root cause analysis.
Requirements:
- High school diploma or equivalent.
- Undergraduate degree or some college coursework preferred.
- 5+ years of experience in customer service.
- 5+ years of experience that required a knowledge of healthcare insurance policy concepts.
- 5+ years of experience in a professional/office-related role that required effective communication with internal team members and external customers.
- 5+ years of experience using a computer with Windows PC applications.
- Strong analytical and problem-solving skills.
- Demonstrated client service skills and leadership capabilities.
- Knowledge, understanding, and application of project management principles and methodologies.
- Solid analytical and problem-solving skills.
Work Schedule:
Monday-Friday (08:00am to 08:00pm EST) and Saturday (08:00am to 12:00pm EST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekends based on business requirements.
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