Client Services Supervisor

SmartRecruiters, Inc.; Fairfield (OH); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Job summary

DNA Diagnostics Center in Fairfield, OH is seeking a Client Services Supervisor to lead the contact center, drive quality, and exceed SLAs. You will guide process improvements, coach staff, and ensure effective delivery of services to clients and partners.

Responsibilities include resolving escalated concerns, optimizing staffing, implementing training, and collaborating with other supervisors to meet KPIs. Strong leadership and communication are essential for success in this role.

Qualifications

• Bachelor's degree or equivalent professional experience with demonstrated success in similar roles.
• Leadership experience required.
• Strong will to drive impactful change and continuously challenge the status quo.
• Excellent interpersonal skills, creating a supportive work culture while compelling others to achieve.
• Strong conflict resolution skills, including proactively identifying issues and advancing practical solutions.
• Strong analytical skills, evaluating KPIs to form actionable insights and provide recommendations.
• Strong decision-making skills, setting a course of action despite changing variables.
• Demonstrated ability to interact with and effectively present to senior leadership.
• Excellent project management skills, managing multiple priorities and meeting deadlines.
• Demonstrated ability to build a collaborative culture and relationships with strategic partners.
• Proficiency in Microsoft Office and other computer software programs.

Responsibilities

• Own the resolution of escalated client concerns in calls, emails, faxes and chats.
• Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs.
• Identify process bottlenecks and champion compliant improvements.
• Establish subject matter expertise for Client Services and related teams.
• Maintain product and process knowledge and explain offerings.
• Partner with supervisors to achieve KPIs through staffing and productivity.
• Create strategy around process communication and a culture of awareness.
• Identify training needs and SOPs for the department.
• Develop and maintain a training strategy for new hires and current staff.
• Lead pilots of new channel, product, or systems initiatives and document adoption.
• Provide recommendations to maximize efficiency in the contact center.
• Participate in interview and onboarding processes.
• Provide feedback during appraisals, counseling, discipline, and recognition.
• Other duties as assigned.

Skills

Leadership

Analytical skills

Project management

Interpersonal skills

Conflict resolution

Decision making

Executive presentation

Collaborative culture

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 950 laboratories in 60 countries and more than 65,000 employees.

Job Description

The Client Services Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center, the Client Service Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency.

Operating with accuracy and integrity, the Client Services Supervisor serves to anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.

• Own the resolution of escalated client concerns in the form of calls, emails, faxes and chats.
• Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs
• Identify process bottlenecks and workflow inefficiencies, championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.
• Establish subject matter expertise regarding roles/responsibilities of the Client Services team and intersections with other functional teams.
• Maintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.
• Partner with other supervisors to achieve KPIs through managing staffing, productivity, and efficiency.
• Create and implement strategy around process communication, creating a culture of awareness, transparency, and continuous process improvement
• Identify trends and assess department needs for training and standard operating procedures
• Develop and maintain a strategy for contact center training, including delivery, content, and schedule for new hires and current employees requiring remedial training.
• Lead piloting of new channel, product, or systems initiatives while overseeing documentation of workflow and adoption within the contact center.
• Provide recommendations on how to maximize efficiency within the contact center.
• Engage in the interview and selection process and oversee new hire onboarding and assimilation.
• Provide effective feedback during annual appraisals, counseling and discipline, and recognition.
• Other duties as assigned or become evident

Qualifications

• Bachelor's degree or equivalent professional experience with demonstrated success in similar roles
• Leadership experience required
• Strong will to drive impactful change and continuously challenge the status quo
• Excellent interpersonal skills, creating a supportive work culture while compelling others to achieve
• Strong conflict resolution skills, including proactively identifying issues and advancing practical solutions
• Strong analytical skills, evaluating KPIs to form actionable insights and provide recommendations.
• Strong decision-making skills, setting a course of action despite changing variables
• Demonstrated ability to interact with and effectively present to senior leadership
• Excellent project management skills, managing multiple priorities and meeting established deadlines
• Demonstrated ability to build a collaborative culture and relationships with strategic partners
• Highly proficient in Microsoft Office and other computer software programs

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.
• Communicating with others to exchange information

Additional Information

Compensation:

• Starting at $52k based on education and experience

Schedule:

• M-F 8:30am-5:30pm

What we offer:

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.

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