Supervisor, Oncology Customer Experience

POSITION SUMMARY:

The Customer Experience Supervisor supervises up to three tiers of Customer Experience team members.  Responsible for developing Customer Experience team to maintain, and exceed required standards in productivity, quality, and accuracy while promoting a positive teamwork environment.  Role is also 3rd level escalation for issues and escalated calls.

PRIMARY RESPONSIBILITIES:

• Provide daily direction to CX agents and monitor productivity and service levels to meet CE KPIs requirements.

• Perform random quality checks for all agents to maintain highest standards of accuracy and quality.

• Provide real-time and continual feedback/training regarding processes, accuracy, and professionalism.

• Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, team work, and morale to improve the experience for our customers and the CE team.

• Provide bi-weekly performance metrics, feedback, and coaching for all agents and administer progressive discipline as required

• Follow protocol on how to deliver aforementioned feedback to agents.

• Available real time for CE agents that are experiencing work and/or personal issues providing appropriate coaching, counseling, direction, and resolution.

• Own and support delegated daily monitoring assignments

• Ensure employees have appropriate training and necessary resources to perform all duties. 

• Assist Manager of Customer Experience with daily operation of CE including development, analyses, implementation of staffing, training, scheduling, and reward/recognition programs. 

• Interview and train employees.

• Conduct performance appraisals.

• Perform special project tasks and assist the team as needed.

• Use good judgment in communication regarding department and/or employee concerns.

• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.

• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.

• Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

• Bachelor’s degree or equivalent.

• Minimum of 3 years customer service experience and 1 year of experience in a leadership role.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to perform the entire range of Customer Experience duties and processes. 

• Excellence in de-escalating customer behavior.

• Root cause analysis and problem-solving skills.

• Adaptability to change and self-starter.

• Ability to promote a positive team environment.

• Ability to deliver training, mentoring, and constructive feedback in a professional manner.

• Ability to de-escalate and resolve negative personnel interactions. 

• Knowledge of customer service principles and practices.

• Experience in both phone and written customer support.

• Knowledge of administrative procedures and protocols.

• Knowledge of numeric, oral, and written language applications.

• Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar.

• Excellence in attention to detail and organization skills.

• Adaptability to change and self-starter.

• Ability to maintain professionalism during highly escalated situations.  

Preferred Skills and Experience

• Experience with Salesforce or similar CRM.

• Problem analysis and problem solving.

• Data collection and maintenance.

• Bi-lingual a plus.

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and en