Client Services Supervisor: Drive Excellence & Efficiency

Eurofin; 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 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.