Client Support Supervisor

2 weeks ago

Ahmedabad, Gujarat, India Homecare Software Solutions, LLC Full time

Position Summary
HHAeXchange is the leading technology platform for home and community-based care.

Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities.

Today, our 700+ team members across the globe are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

Currently, we are seeking an on-site

Client Support Supervisor to help build and lead our

Ahmedabad, India support center. You will be responsible for providing call center support and leading a team of up to 15 Client Support Representatives based onsite in the Ahmedabad office. Working closely with our US Support Center Teams, this is a critical role that supports and interacts directly with our Home Health Agency clients in the US. The position will require working US Eastern Standard daytime hours.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

  • Review and follow up on internal tickets, tasks, and/or special projects as assigned by management
  • Liaise between business and technology team members with customerfacing responsibility
  • Participate in quality assurance; assure 100% client satisfaction
  • Understand and manage evolving client expectations
  • Identify and suggest opportunities for operational and product improvements
  • Receive, manage, and own escalations from Client Support Staff and other HHAeXchange employees
  • Engage in hiring activities to recruit and retain talent as we build out the Ahmedabad support team
  • Monitor all open/pending team member tickets/tasks (daily) and provide necessary advice and guidance on forwardmoving steps toward reaching a resolution. Lead performance will be measured by the team's performance.
  • Initiate meetings with various departments to address mutual interdepartmental issues/interdependencies to achieve team goals that help with production
  • Monitor team performance to maintain department focus on excellent customer service and metric agreements
  • Validate task transfers before being forwarded/escalated to other tiers/departments
  • Identify agent/team knowledge gaps and collaborate with Management and Training Teams on inservice opportunities
  • Help disseminate information from new releases, state implementations, and internal workflows
  • Ensure the team is adhering to the use of virtual resources (Help Center) and promoting them with our customer base
  • Ensure daily prioritization is given and no tickets >72 hours are left unattended
  • Monitor special tasks agent(s) queries to ensure daily workload is handled/resolved
  • Lead ondemand VIP Customers' "open items" meetings

Other Job Duties

  • Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

  • Travel 510%, including overnight travel, domestic & abroad (US and other delivery locations)

Required Education, Experience, Certifications, and Skills

  • 3 years managing team members who support customers on software products
  • 12 years of previous experience as a Customer Support Representative
  • Experience with Microsoft Windows operating systems
  • Excellent communications skills verbal and written (Must be fluent in English)
  • Strong organizational, project management, and multitasking skills
  • The ability to work independently and as a team player with strong leadership capabilities
  • Ability to multitask and effectively handle shifting priorities professionally
  • Teamwork approach, enthusiasm, and a strong desire to succeed
  • HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law._

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