Experienced Customer Service Management Supervisor – Strategic Leadership and Operational Oversight for Enhanced Customer Experience

Introduction to blithequark

At blithequark, we are dedicated to delivering exceptional customer experiences through strategic oversight and leadership direction within our Customer Service function. As a trusted leader in the industry, we prioritize integrity, accountability, inclusivity, mission-driven approaches, and innovation. Our commitment to these values enables us to develop new ways of thinking, operating, and serving our customers. If you are a motivated and experienced professional looking to make a meaningful impact, we invite you to join our team as a Customer Service Management Supervisor.

Job Overview

In this critical role, you will oversee the daily activities of our operations team, ensuring that employees operate within established guidelines and that our customers receive the highest level of service. Your decisions will have a direct impact on work unit operations and customers, and you will frequently interact with subordinates, customers, and peer groups at various management levels. As a supervisor, you will be responsible for administering and executing policies and procedures, maintaining development and training goals for team members, and conducting regular reviews of program metrics.

Key Responsibilities

• Collaboratively oversee daily operations for an inbound and outbound patient access support team of 70+ team members
• Maintain development and training goals for team members in a 100% remote setting
• Create and maintain Standard Operating Procedures and work instructions specific to the program
• Conduct weekly, monthly, and quarterly reviews of program metrics and report results to senior leadership
• Test, solution, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules
• Handle creation, editing, and approval of employee timecards and perform other standard HR responsibilities as a people leader
• Conduct development-based biweekly, monthly, and quarterly 1x1s with team members and provide effective coaching and feedback on performance improvement and goal setting
• Collaborate with internal business partners to provide effective responses and resolutions to complex program-related issues
• Effectively manage time and independently prioritize work responsibilities to meet key deadlines as assigned by manager
• Maintain daily contact with client/3rd party partners using excellent verbal and written communication skills

Essential Qualifications

To be successful in this role, you should possess:

• A Bachelor's degree or equivalent work experience preferred
• 3-5 years of experience in a related field preferred
• Previous management experience preferred
• Strong communication and presentation skills
• A commitment to the continued development of oneself and team members

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates who:

• Have experience working in a remote environment and are comfortable with virtual communication tools
• Are proficient in creating and maintaining Standard Operating Procedures and work instructions
• Have a strong understanding of program metrics and can analyze data to inform business decisions
• Are skilled in providing effective coaching and feedback to team members
• Are able to work independently and prioritize tasks to meet deadlines

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Leadership skills: Ability to motivate and direct team members to achieve goals and objectives
• Communication skills: Excellent verbal and written communication skills, with the ability to effectively interact with customers, team members, and senior leadership
• Problem-solving skills: Ability to analyze problems and develop effective solutions
• Time management skills: Ability to prioritize tasks and manage time effectively to meet deadlines
• Adaptability: Ability to adapt to changing circumstances and priorities

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Management Supervisor, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A supportive and collaborative work environment that encourages innovation and creativity
• Regular feedback and coaching to help you achieve your goals and objectives

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse work environment. We celebrate the power of our differences and strive to create a workplace where everyone can be their authentic selves. Our company culture is built on the values of integrity, accountability, inclusivity, mission-driven approaches, and innovation. As a member of our team, you can expect:

• A supportive and collaborative work environment
• A culture that values diversity, equity, and inclusion
• Opportunities for professional growth and development
• A comprehensive benefits package, including medical, dental, and vision coverage, paid time off, and a 401k savings plan

Compensation, Perks, and Benefits

We offer a competitive salary range of $65,500 - $93,550, as well as a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Conclusion

If you are a motivated and experienced professional looking to make a meaningful impact in the customer service industry, we encourage you to apply for the Customer Service Management Supervisor role at blithequark. With our commitment to integrity, accountability, inclusivity, mission-driven approaches, and innovation, we offer a unique and rewarding work environment that supports the growth and development of our employees. Don't miss this opportunity to join our team and contribute to the success of our customers. Apply today!