We are seeking an exceptional Customer Service Operations Supervisor to join our team at arenaflex. As a key member of our customer service leadership team, you will be responsible for overseeing the daily operations of our patient access support contact center team, providing coaching, training, and mentorship to team members, and driving high-quality customer service and long-term retention of customers. If you have a passion for delivering exceptional customer experiences, leading high-performing teams, and driving business growth, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the healthcare industry. Our mission is to empower healthcare professionals and patients with the tools and resources they need to deliver high-quality care. We are committed to fostering a culture of innovation, inclusivity, and excellence, and we are seeking like-minded individuals to join our team.
**Responsibilities**
As a Customer Service Operations Supervisor at arenaflex, you will be responsible for:
* Directly supervising a team of up to 15 customer service representatives, providing coaching, training, and mentorship to ensure they have the skills and knowledge needed to deliver exceptional customer experiences.
* Overseeing daily operations, including staffing schedules, training, and monitoring of key performance indicators to meet client contracts and internal standard operating policies.
* Creating and maintaining Standard Operating Procedures and work instructions specific to the program.
* Coordinating and delivering recurring reviews of program metrics and dashboards, sharing results with internal and external senior leaders.
* Assessing, testing, and approving program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules.
* Reporting system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner.
* Managing employee timecards and standard HR responsibilities as a people leader.
* Opening job requisitions, conducting interviews, and providing personnel recommendations to senior leaders.
* Collaborating with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.
* Continually monitoring program adherence, quality, attendance, and addressing accordingly.
* Reporting Corrective and Preventative Actions in a timely manner.
* Coordinating with fellow supervisors and collaborating with business partners to provide effective responses and resolutions to complex program-related issues.
* Conducting recurring development-based 1x1s with team members focused on both performance and goal setting.
* Effectively managing time and independently prioritizing work responsibilities to meet key deadlines.
* Maintaining regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
* Contributing to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
* Proactively seeking and implementing process efficiencies to reduce team manual work.
* Hosting recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
* Working well independently and in a team setting by collaborating across different departments.
* Travel may be needed to perform duties up to 25%.
**Qualifications**
To be successful in this role, you will need:
* A Bachelor's degree or equivalent work experience.
* 3-5 years of experience in a related field of patient support programs, preferably with previous management experience.
* Strong communication, presentation, and time management skills.
* A commitment to the continued development of oneself and team members.
* Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.
* Ability to work in a 100% remote setting with a dedicated, quiet, private, distraction-free environment with access to high-speed internet.
**What We Offer**
As a Customer Service Operations Supervisor at arenaflex, you will enjoy:
* A competitive salary range of $65,500 - $93,550.
* A comprehensive benefits package, including medical, dental, and vision coverage, paid time off, health savings account (HSA), 401k savings plan, and access to wages before payday with myFlexPay.
* Opportunities for career growth and professional development.
* A dynamic and inclusive work environment that values diversity of thought, experience, and background.
* The chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
**How to Apply**
If you are a motivated and results-driven individual with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on 12/06/2024.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.
**Diversity, Equity, and Inclusion**
arenaflex is committed to fostering a culture of diversity, equity, and inclusion. We celebrate the power of our differences to create better solutions for our customers and ensure that employees can be their authentic selves each day. We encourage candidates from diverse backgrounds to apply for this opportunity.
**Veterans and People with Disabilities**
arenaflex is committed to hiring and retaining a diverse workforce, including veterans and people with disabilities. We encourage candidates with disabilities to apply for this opportunity and provide reasonable accommodations to ensure equal access to employment opportunities.