Customer Support Operations Supervisor

6 days ago

Hyderabad, Telangana, India GHX Full time
Job Title: Customer Support Operations Supervisor

Job Summary:

This role is responsible for delivering excellent customer service to both internal and external customers. The Customer Support Operations Supervisor will oversee GHX Customer Support offerings and other products and services that fall under this classification. This position will report to the Manager, Operations Support.

Key Responsibilities:

  • Provide support via phone, email, and on-site to customers and GHX coworkers for escalations and any related product issues.
  • Monitor quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate.
  • Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
  • Provide clear and actionable instructions to Analysts for daily tasks and project work.
  • Demonstrate effective time management of projects and meetings while adhering to deadlines.
  • Mentor team members, refine processes, and develop resource materials.
  • Mentor direct reports for career development and leadership skills.
  • Improve self and team work ethic through continuous coaching and education.
  • High-level oversight of customer activity and account health to increase adoption of GHX's recommended practices.
  • Critically think to resolve technical problems and work cross-functionally when needed.
  • Coordinate launch schedules of assigned product offering base and raise staffing needs to management.
  • Assist with identification and development of new system enhancements to benefit department offerings.
  • Independently identify and execute performance action plans to increase engagement of the customer.
  • Create, learn, revise, and communicate established process to all team members including internal management.
  • Maintain a high-performing team and analyze process for areas of improvement and quality assurance.
  • Travel may be required (up to 10%).

Required Skills/Competencies:

  • Proficiency in Microsoft Office applications, with advanced knowledge of Excel.
  • Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality, etc.
  • Bottom Quartile Management, Employee Satisfaction.
  • Ability to work with little direction or guidance.
  • Create outlines of projects and process documentation of GHX Support procedures.
  • Determined, detail-oriented, and proactive individual.
  • Strong accountability and integrity.
  • Strong customer support and management skills.
  • Clear and effective verbal and written communication.
  • Salesforce knowledge or a relatable CRM tool (Zendesk).
  • Webinar and other live training experience.
  • Ability to identify and solve internal and customer problems and increase customer efficiency and product value.
  • Proven ability to identify and solve problems and increase efficiency and product value.
  • Ability to locate areas of cost-saving enhancements or product improvements for a given product or service.
  • Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives.

Required Education, Certifications, and Experience:

  • Bachelor's degree OR 2+ years of healthcare and/or supply chain experience.
  • Minimum of 2-year experience in a team-oriented supervisor role OR an equivalent experience.
  • Proficiency within the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint.
  • Strong organizational and project management skills.
  • 2+ years of experience with project management, customer success, training, and/or customer service.
  • Supply Chain, MedTech – Saas, Healthcare RCM or Procurement, Material Management department or Customer Operation department history preferred.
  • Product knowledge of GHX products or relatable supply chain experience preferred.

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