Call Center Supervisor
Alere - Orlando, FL

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-

03098

Description

Position

Summary

The Testing Service Supervisor manages the work flow of the Testing Service Representatives to facilitate and maintain communication of INR results between patient and Health Care Provider following Alere Home Monitoring policies, procedures and standards of excellence in service responsive to patient needs.

Monitoring and assisting patients to be compliant with PST is of upmost importance while adhering to clinical protocols.

Primary

Responsibilities

Maintains and plans Testing Service Representatives’ schedules ensuring optimal workflow and task assignments throughout the day.

Monitors

daily

activity ensuring standards

are

met

and

metrics

are

analyzed.

Assists

operations

management

with

the

coordination

of

workflow

improvements

specific

to

all

related

job

functions.

Assists

operations

management

with

the

implementation

of

the

strategic

plan

for

the

proactive

customer

support

model.

Maintains

continuous

communications

and

training

with

staff of new or changed

procedures.

Maintains

constant

training

and

development

of

staff

(including

procedural

changes,

advancement

process

and other improvements.).

Researches

and

resolves

customer

issues

related

to

customer

support,

shipments

and

orders; coordinates

with

other

departments as

needed

to promptly correct

issues.

Advises

and

assists

staff

with

orders, reports,

RMAs,

and

customer

credit

status

for

rushed

supply

re-orders.

Reviews and approves supply order requests that are outside of normal protocol.

Updates and creates departmental policies and procedures.

Assists and mentors staff during calls, daily activities and meetings.

Receives escalated calls from Testing Services Representatives or other departments related to Testing Services functionality and ensures quality customer service.

Resolves and reports on customer complaints per company policies and procedures.

Creates cohesion amongst staff members and departments to ensure a productive working environment.

Ensures,

through

positive

reinforcement,

that

staff

maintains

a

consistent

and

positive

customer

service

image

when

interacting

with

customers.

Utilizes contact call center management tools to review customer service as it related to abandonment rates, calls received and other metrics related to telephony.

Coordinates and manages staff in compliance calls and activities

Collects and analyses customer information and survey reports for management.

Works closely with Clinical Services for advanced technical support, phone training and knowledge on the use of INR products.

Contacts HCP and/or clinics as needed to clarify departmental responsibilities.

Participates in development of departmental process efficiencies including implementation and testing of application enhancements.

Follows

all

regulatory

policies, procedures, privacy, and

security

standards

in

accordance

with government

agencies including all HIPAA

requirements.

Supervisory

Responsibilities

Maintains

accuracy

of time and attendance data

for

area

of

responsibility.

Maintains

a

culture

of

accountability by setting clear

objectives for all

employees

in

areas

of

responsibility

through

regular

follow-up,

variance

tracking

and

results.

Conducts

accurate

and

timely

assessment

of

subordinates

through annual performance

reviews.

Conducts

supervisory

responsibilities

in

accordance

with the organization’s

policies

and applicable labor laws.

Secondary

Responsibilities

Identifies and

assists

with

implementation

of

business

processes

and

work

flow

improvements

within the organization.

Lends

guidance,

support

and

subject

matter

expertise

to

management

team

and

other

departments

Provides input and testing assistance for the development of system enhancements/efficiencies.

Manages and directs projects involving multiple members of the staff as directed by the Testing Services Manager.

Demonstrates ability to perform duties of Testing Service Representatives as needed.

Performs other duties as assigned by Manager

.

Qualifications

Education & Experience

High School Diploma required.

Associates Degree

or

equivalent preferred.

Three

to

five

years

customer

service/sales

management

experience.

Certificates

Continued

management and self improvement courses

&

seminars as related

to the position

along

with any programs

provided

by

Alere

Home

Monitoring.

Abilities

Ability

to

use effective problem solving techniques.

Ability to develop effective relationships with management, customers and associates.

Ability

to

make

critical

decisions within company guidelines.

Ability

to be goal oriented and results focused.

Ability to organize activities and meet set deadlines.

Ability

to

communicate clearly and concisely,

both

in

writing

&

verbally, with

others

in

a

professional

manner.

Ability to organize and direct oneself and others effectively.

Ability

to assume responsibility in decision making process.

Ability to use efficient time management skills.

Ability

to

organize

and

direct projects

to

completion

through

drive

and

initiative.

Ability to perform effectively in current position.

Ability

to

attend

job

related

courses

&

seminars

as

required.

Ability

to

use office equipment

that

is

relevant

to

job

functions.

Skills

Strong

Computer/Software

Skills

Detail Oriented

Strong Verbal and Written Communication Skills

Organization/Time Management Skills

Leadership

Skills

Human

Relations

Skills

Superior Customer Service Skills

High Degree of Professionalism

o

“Alere LLC is an equal employment/affirmative action employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. If you need accommodation for any part of the employment process because of a disability please send an email to

jobs@alere.com

to let us know the nature of your request.”

Job

:

Customer Service

Primary Location

:

United States of America-Florida-Orlando

Organization

:

Sales and Marketing

Schedule

:

Full-time

Unposting Date

:

Ongoing

Alere - 21 months ago - save job - block
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About this company
83 reviews
When you really need an answer -- fast -- toss out the crystal ball and bring in Alere. The company offers both professional and consumer...