Customer Support Supervisor (Manager Trainee)

We are looking for a Customer Support Supervisor
(Manager Trainee).

Click to view serves customers throughout the United States with pharmaceutical needs.

Responsibilities:
• Overseeing the day-to-day activity of a team of 10-15 customer service representatives.
• Set goals and targets, monitoring performance, and providing feedback and coaching to team members.
• Monitoring calls
• Maintain and develop internal support and call center quality standards
• Review representatives call conversations on Enthu.
• Accompany evaluations with meaningful and constructive feedback
• Managing schedules, assigning tasks, and ensuring that team members are equipped to perform their duties and meet KPI’s.
• Handling customer complaints, resolving conflicts, and implementing company policies and procedures.
• Monitor team members performance and activity ensuring a high level of customer service is maintained.
• Provide guidance and support to team members to help them improve their performance.

Skills:
• Highly organized and results-focused leadership skills
• Ability to manage teams and delegate tasks
• Hands-on experience in quality assurance
• Excellent written and verbal communication skills
• Proficient critical thinking and problem-solving skills
• Proven negotiation skills
• Strong interpersonal Skills/People Management Skills
• The ability to make sound decisions, even under pressure.

Qualifications:
• At least 3 years of experience in Customer Service Management
• Proven work experience as a Quality Analyst or similar role
• Strong knowledge of QA databases and applications (familiarity with Enthu Software is a plus)
• Experience participating in planning and evaluation meetings to identify problems and proposed business solutions.
• Ability to build/develop project schedules in partnership with project management team
• Proficiency in MS Office
• Can work with a group of people to achieve a shared goal in an effective way

Please send a short voice recording telling a little bit about yourself & your customer support background and your CV at Click to view

Thanks!