Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Customer Service Supervisor
Job
Detego Health
Omaha, NE (In Person)
$64,480 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
47
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Job Overview The Customer Service Supervisor for our call center plays a critical role in ensuring the delivery of exceptional customer service while overseeing the daily operations of the team. This position is responsible for leading and mentoring a team of customer service representatives, managing performance metrics, and fostering a positive and productive work environment. The supervisor will address escalated member inquiries, implement training programs, and develop strategies to enhance team performance and member satisfaction. With a focus on operational efficiency and quality service, this role is key to driving the success of our call center and maintaining our commitment to member excellence. Responsibilities Supervise and mentor customer service representatives, providing guidance, support, and training to enhance their skills and performance. Monitor daily operations and workflow to ensure efficient service delivery and adherence to company policies and procedures. Handle escalated customer inquiries and complaints with professionalism and empathy, striving for resolution and customer satisfaction. Analyze customer service metrics and feedback to identify areas for improvement and implement strategies to enhance service quality. Conduct regular performance reviews, set goals, and develop action plans to support team members' professional growth. Collaborate with other departments to address customer needs and improve overall service delivery. Develop and maintain a positive team environment, fostering open communication and collaboration. Prepare reports on team performance and customer feedback for management review. Stay updated on industry trends and best practices to continuously improve customer service strategies. Participating in regular meetings to review performance data, providing feedback on process improvements, and coordinating training initiatives to enhance the skills of the customer service team in line with Telus International. Monitor performance metrics, facilitating joint training sessions, and implementing feedback mechanisms to drive continuous improvement and enhance overall service delivery with Telus International to maintain customer service alignment. Experience Excellent verbal and written communication skills Attention to detail Strong customer service and interpersonal skills Ability to accurately document and record customer/client information Dependability and punctuality Excellent oral communication Ability to follow through Teamwork Professionalism Career experience required Associate's degree in administration or related field preferred. Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory role preferred. Strong leadership and team management skills. Excellent verbal and written communication skills. Proficient in customer service software and tools. Ability to analyze data and make informed decisions. Exceptional problem-solving skills and a customer-focused mindset. Ability to thrive in a fast-paced environment and manage multiple priorities. The right candidate will be a knowledgeable and hard-working individual who is willing to get in the trenches with a team. They will be humble workers with a sense of humor, natural curiosity, and the motivation to help the company develop its culture. A natural demonstration of integrity, ethical conduct, and trustworthiness. Respectful to coworkers and conducts himself/herself in work-settings in a manner that is consistent with Detego Health's core values.