Supervisor, Customer Operations

The Supervisor, Customer Operations is responsible for overseeing the daily operations of the contact center, vendor success, member experience and cross functional workflow effectiveness.

This Supervisor level role is responsible for delivering performance success with the Contact Center Outsource partner. Leading and driving the outsource partner to success with GOVX goals for customer satisfaction, member growth, and sales order growth.

Work Location:  In office at La Vergne, Tennessee location.

Roles and Responsibilities

• Lead the Customer Experience outsource partner to success with Contact Center goals at the department and team level

• Build meaningful relationships with the GOVX customers, teammates, employees, and business partners, to create win-win solutions to grow GOVX membership and increase order revenue

• Cross-functional collaboration and partner management to support order fulfillment, customer satisfaction, and process excellence

• Vendor Success Strategy execution

• Supervise contact center operations: workflows, traffic management, employee coaching / accountability, social media, Better Business Bureau, Digital forums to mitigate / resolve member complaints

• Update policy, process, and workflow optimization to support company effectiveness

• Deliver department performance through employee development

• Operate in a confidential business setting as required

• Cross functional projects and process management assignments/tasks completed on time with high quality

Key Performance Indicators

• Contact Center service level achievement to goal (Department and company level)

• Outsource Partner performance to goal for production, Service level metrics, Customer Satisfaction and NPS

• Projects and assignments completed on time and to quality assurance requirements

• Customer Relations Service Level Metrics: Reply times and Resolution Rates

• Outsource partners staffing management meets GOVX budget and forecasted traffic targets

Supervisory Responsibilities
This position will eventually be assigned supervisory responsibilities.

Travel Requirements
This positionwill not have travel requirements.

Requirements

• High School graduation required / College degree preferred

• 3-5 years of customer service experience roles (serving direct customers)

• 2 years high volume customer contact center experiences/high volume omnichannel operations 

• 1-year experience as a supervisor, team leader or like experience

• Ability to intake information at high volume to prioritize actions and next steps

• Proficient in Microsoft office products: word, excel, PowerPoint, outlook

• High level of quality and accuracy demonstrated in prior roles

• Tract record of reliability for shift coverage and adhering to work schedule with prior roles

• Ability to perform well in a highly dynamics, diverse, and rapidly changing environment

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work Location: This is a 100% in-office position at our GOVX Fulfillment Center in La Vergne, Tennessee, and will be required to work Monday – Friday, 7:00 a.m. – 4:00 p.m. CST.  No relocation allowance or visa sponsorship will be provided.

Physical/Mental Demands

• Physical - This is largely a sedentary role.

• Mental – Problem solving, making decisions, interpret data, organize, read/write.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position will require successful completion of a background check and drug testing prior to starting employment.

Benefits

• Flexible Time Off, Paid Sick Leave, Paid Holidays

• 401(k) plan with discretionary match available

• Medical, Dental, Vision, and Life Insurance

• Flexible