Supervisor, Healthcare Operations
Interwell Health
Customer Success Supervisor, Trainer
Instant Teams
full-time
Posted on:
Origin: • 🇺🇸 United States • California, District of Columbia, Illinois, Iowa, Montana
Visit company websiteSalary
💰 $50,000 - $60,000 per year
Job Level
JuniorMid-Level
About the role
- Train a customer service team on client-provided content and supervise the team in production for the remainder of the project.
- Monitor and enhance team performance in productivity, customer satisfaction, and employee satisfaction.
- Provide individual coaching feedback sessions and one-on-ones to improve customer satisfaction, communication skills and technical ability.
- Provide learners with practical guidance and mentorship; supplement curriculum with localized content and real-world examples.
- Monitor participant progress within the learning platform and share insights to facilitate solutions.
- Develop and disseminate training materials; schedule classes and register participants; provide materials or supplies.
- Plan, prioritize, assign, supervise and review work of a team of remote team members providing customer service or sales support.
- Prepare daily work schedules ensuring proper operational coverage; liaise with workforce management for staffing as needed.
- Perform quality audits according to client expectations to identify coaching areas.
- Provide weekly/monthly status reports on employee performance and monitor team productivity against client work requirements.
- Review and approve timesheets and handle other assigned projects.
- Provide timely 1x1s and coach on performance improvement opportunities; provide feedback on customer requirements/escalations.
- Assist with continuing development of existing employees and implement goals and objectives; ensure adherence to policies and procedures.
- Communicate with other departments and management to resolve problems and expedite work; respond to and resolve customer inquiries and complaints.
Requirements
- 2 years of Customer Service experience (preferably in leadership role/capacity)
- 2 years of Training Facilitation/Delivery experience
- 1+ years of that experience in contact center work
- Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives.
- Ability to interpret customer trends and communicate those effectively to the Customer Success Manager
- Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
- Strong interpersonal, organizational and communication skills.
- Ability to communicate with team members, customers, and management utilizing exceptional communication skills.
- Excellent time management skills and sensitivity to deadlines
- Flexibility with the ability to adapt to change
- Ability to ask effective questions and present information clearly and concisely.
- Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales etc.)
- Prior experience leading remote teams (Preferred)
- Experience in the contact center industry (Preferred)
