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Supervisor, Support - REMOTE

Zoek Pin Concord, CA

Competitive

Permanent (Full time)

**Job ID** 210000C0

**Available Openings** 1

**Position Specific Information**

This position is currently working remote - Graveyard Shift: 8:30pm - 5:00am / Days off: Thursday & Friday

We are leveraging virtual technology to engage with you and keep us all safe while you explore a career with us. We will conduct all interviews virtually, to allow us to still connect about this job and proceed with our hiring process while practicing social distancing.

**PURPOSE AND SCOPE:**

The Supervisor, Support oversees the daily activities of internal call center operations for the assigned team(s). The incumbent provides leadership in the representation of the company throughout diverse customer service interactions. The Supervisor, Support acts as a subject matter expert (SME) by serving as a technical resource within the assigned function(s).

**PRINCIPAL DUTIES AND RESPONSIBILITIES:**

  • Supervise the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.

  • Maintain appropriate 24-hour call coverage schedules to ensure the ongoing effective and efficient resolution of diverse customer issues.

  • Utilize applicable metrics in the analysis of operations within the assigned team(s); communicating results and/or trends for management review.

  • Ensure various confidential patient and/or health information is handled in compliance with company policies and procedures, HIPAA and other regulatory requirements.

  • Review current processes and procedures within the assigned function(s) with a focus on continuous improvement efforts; providing recommendations to maximize operations.

  • Perform administrative responsibilities as necessary in support of the assigned function(s).

  • Act as an SME by serving as a technical resource through utilization of in-depth knowledge of applicable devices and troubleshooting techniques within the assigned function(s).

  • Conduct performance audits of the assigned team(s) to ensure the achievement of established customer service standards; reviewing individual performance to ensure alignment with company goals and objectives.

  • Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.

  • Work with company recruiter to create requisitions and fill open positions.

  • Schedule and conduct interview(s) for new hires as needed.

  • Back-up the Technical Support Manager as a department resource (meetings or calls).

  • Processes product replacement orders.

  • Submit Designated Representative License with 15 month of hire.

  • Assist with various projects as assigned by a direct supervisor.

  • Other duties as assigned.

**Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.**

**PHYSICAL DEMANDS AND WORKING CONDITIONS** **:**

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be available for inclusion in a rotating 24-hour call coverage schedule.

  • Occasionally lift and/or move up to 50 pounds.

  • Travel may be required

**SUPERVISION:**

  • May be responsible for the direct supervision of various levels of technical support staff.

**EDUCATION** **:**

  • High School diploma/GED ad/or equivalent experience required

  • AA or Bachelor's degree preferred

**EXPERIENCE AND REQUIRED SKILLS:**

  • Minimum 3 years' experience as a Sr. Support Technician or minimum 1 year experience as a Supervisor

  • Prior experience in a customer service, call center or clinical environment preferred.

  • Strong computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.

  • Detail oriented with good analytical and organizational skills.

  • Adaptable to a fast-paced environment with the ability to multitask concurrent priorities in an organized manner.

  • Proactive management style to effectively lead cohesive and productive teams.

  • Strong interpersonal skills to work cohesively within a team environment.

  • Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management.

**EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity**

**Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.**

Posted 9 days ago

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