Supervisor - Managed Services

Job Description

Role Summary

This Managed Services position is responsible for excellent customer service to both internal and external parties. This role encompasses project delivery, implementation, product education, career growth of employees and development. Managed Services seeks a motivated, detail-oriented professional who thrives in a fast paced and ever-changing work environment. This position oversees Managed Services offerings and other products and services that fall under this classification. This position will report to the Manager of Managed Services while working with other support departments like Product development and Business reporting teams. The Supervisor of Managed Services executes various work requests and tasks for career development, corrective action, customer engagement, product utilization, and special projects as assigned. This position requires effective time management skills, a passion for excellent customer service, performance excellence, attention to detail, and a high level of integrity and work ethic.

Required Skills

• Proficiency in Microsoft Office applications, with advanced knowledge of Excel
• Ability to work with a little direction or guidance
• Create outlines of new projects and process documentation
• Determined, detail oriented, and proactive individual
• Strong accountability and integrity due to sensitive nature of information
• Strong customer support and management skills
• Clear and effective verbal and written communication
• Salesforce knowledge or a relatable CRM tool
• Ability to identify and solve internal and customer problems by aiding in process upgrades
• Prior account management or relatable experience
• Ability to locate areas of time saving enhancements or product improvements for a given product or service
• Ability to participate and provide constructive feedback in developmental meetings with customer and GHX executives
• Ready to be challenged in handling expert associates and guide them to the success
• Ability to analyze data reports and generate insights, provide action plan to save effort and time via scalable/short term automations.

Roles & Responsibilities

• Collaborate with customers to increase understanding and utilization of the Managed Services offering.
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
• Conduct Quality assessment over the team's output and share feedback at associate level to drive quality.
• Monitor the predetermined 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 managed service 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.
• Effective Management of bottom performers with an achievable action plan
• 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.