We are looking for an experienced Customer Service Supervisor to lead daily support operations for a healthcare-focused service team in Pittsburgh, Pennsylvania. This Contract position is ideal for someone who can guide representatives, strengthen service quality, and maintain a responsive experience for patients, members, or customers. The role blends hands-on team leadership with call center oversight, making it well suited for someone who thrives in fast-paced service environments.
Responsibilities:
- Direct the day-to-day activities of customer service staff, ensuring timely and attentive handling of incoming inquiries and service requests.
- Coach, support, and motivate team members to improve performance, strengthen communication skills, and maintain high service standards.
- Monitor call center activity, track workflow trends, and adjust team priorities to help meet operational goals and response expectations.
- Review customer interactions for quality and accuracy, providing constructive feedback and guidance to encourage continuous improvement.
- Resolve escalated service concerns by investigating issues, coordinating solutions, and following through to achieve satisfactory outcomes.
- Partner with leadership and internal departments to address service challenges, streamline support processes, and maintain effective operations.
- Prepare and maintain performance reports related to productivity, service levels, and customer experience results.
- Assist with implementing updates to procedures, tools, or workflows when operational changes affect the customer service function.
- At least 2 years of experience in customer service supervision, team leadership, or a closely related support management role.
- Background in call center environments with the ability to oversee service performance and staff effectiveness.
- Demonstrated success leading employees, setting expectations, and promoting accountability across a customer-facing team.
- Strong customer service skills with the ability to handle escalated concerns in a calm and solution-oriented manner.
- Experience working in the healthcare, hospital, or social assistance sector is preferred.
- Solid verbal and written communication skills, with the ability to provide direction, coaching, and performance feedback.
- Ability to manage multiple priorities in a fast-moving environment while maintaining attention to service quality.