Client Services Leader — Process & Performance

Eurofins Clinical Diagnostics; Fairfield (CA); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Excellent health benefits

401(k) with company match

Paid vacation and holidays

Dental and vision options

Job summary

Eurofins USA Clinical Diagnostics is seeking a Client Services Supervisor to lead a high-performance contact center focused on quality and efficiency. You will guide process improvements, manage training, and remove barriers to meet client and internal needs.

In this role you will work with Client Service Representatives to ensure delivery of services and partner with other supervisors to achieve KPIs through staffing and productivity optimization.

Qualifications

• Bachelor's degree or equivalent professional experience required.
• Leadership experience required.
• Strong analytical skills demonstrated in prior roles.
• Excellent interpersonal and communication skills.
• Strong project management and deadline-focus.
• Ability to present to senior leadership and influence decisions.
• Proven track record of driving process improvements.

Responsibilities

• Own the resolution of escalated client concerns via calls, emails, faxes and chats.
• Oversee daily work volume and resource allocation to meet SLAs.
• Identify bottlenecks and champion compliant process improvements.
• Establish subject matter expertise for Client Services and related teams.
• Maintain product/process knowledge and communicate updates to the team.
• Partner with supervisors to achieve KPIs through staffing and efficiency.
• Lead training strategy for onboarding and remedial training.

Skills

Leadership

Analytical skills

Project management

Interpersonal skills

Decision making

Communication with leadership

Training & coaching

Education

Bachelor's degree or equivalent professional experience

Tools

Microsoft Office

CRM software

Job description

Eurofins USA Clinical Diagnostics is seeking a Client Services Supervisor to lead a high-performance contact center focused on quality and efficiency. You will guide process improvements, manage training, and remove barriers to meet client and internal needs.

In this role you will work with Client Service Representatives to ensure delivery of services and partner with other supervisors to achieve KPIs through staffing and productivity optimization.