EBO/Customer Service Supervisor - Charlotte

Meduit | Driving Revenue Cycle Performance; Charlotte (NC); On-site; USD 45,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive EBO/Customer Service Supervisor to lead a high-performing team in Charlotte. This role involves overseeing daily operations, ensuring team productivity, and maintaining exceptional customer service standards. You will monitor performance metrics, provide coaching, and handle escalated issues, all while fostering a supportive environment for your team. If you are a strong communicator with a commitment to excellence, this is a fantastic opportunity to make a significant impact within a dynamic organization.

Qualifications

• Strong leadership and communication skills are essential.
• Experience in managing performance metrics and customer service.

Responsibilities

• Monitor daily production metrics and communicate updates to the team.
• Conduct call monitoring and provide coaching and training.
• Handle escalated calls and support agents with complex issues.

Skills

Leadership

Communication Skills

Customer Service

Performance Metrics Management

Job description

EBO/Customer Service Supervisor - Charlotte

Join to apply for the EBO/Customer Service Supervisor - Charlotte role at Meduit | Driving Revenue Cycle Performance.

Overview:

The EBO (Extended Back Office) Customer Service Supervisor is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies. It requires a proactive leader with strong communication skills, the ability to manage a high-performing team, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Production & Performance Tracking: Monitor daily production metrics, including call volume and system usage, and communicate updates to the team. Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance. Provide daily updates to leadership.
• Quality Assurance & Coaching: Conduct call monitoring, provide coaching and training, offer real-time guidance, and identify training needs.
• Team Supervision & Development: Ensure team members have necessary tools, track attendance, address disciplinary matters, monitor underperformance, and implement improvement plans.
• Escalations & Customer Support: Handle escalated calls, support agents, and serve as a point for complex issues.
• Administrative & Operational Duties: Conduct interviews, review emails, uphold policies, and perform additional duties. Handle an average of 40 calls daily, maintain 7 hours of system time, and achieve an 89% QM score monthly.

Qualifications:

Strong leadership, communication skills, experience in customer service, and ability to manage performance metrics.

Additional Information:

Base pay range: $45,000 - $50,000 per year. Additional compensation includes an annual bonus. Meduit is an Equal Opportunity Employer.