Supervisor - Customer Support

Management Health Solutions India

2 - 7 years

2 - 3 Lacs

hyderabad

Posted:None| Platform:

Apply

Skills Required

procurement supply chain automation manager quality assurance staffing healthcare customer support customer service analytics crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate.
Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
Provide clear and actionable instructions to Analysts for daily tasks and project work.
Demonstrate effective time management of projects and meetings while adhering to deadlines.
Mentor team members, refine processes, and develop resource materials.
Mentor direct reports for career development and leadership skills.
Improve self and team work ethic through continuous coaching and education.
High level oversight of customer activity and account health to increase adoption of GHX s recommended practices.
Critically think to resolve technical problems and work cross-functionally when needed.
Coordinate launch schedules of assigned product offering base and raise staffing needs to management
Assist with identification and development of new system enhancements to benefit department offerings.
Independently identify and execute performance action plans to increase engagement of the customer.
Create, learn, revise, and communicate established process to all team members including internal management.
Maintain a high performing team and analyze process for areas of improvement and quality assurance.
Travel may be required (up to 10%)

Required Skills/Competencies

Proficiency in Microsoft Office applications, with advanced knowledge of Excel
Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality etc.
Bottom Quartile Management, Employee Satisfaction.
Ability to work with little direction or guidance
Create outlines of projects and process documentation of GHX Support procedures
Determined, detail-oriented, and proactive individual
Strong accountability and integrity
Strong customer support and management skills
Clear and effective verbal and written communication
Salesforce knowledge or a relatable CRM tool (Zendesk)
Webinar and other live training experience
Ability to identify and solve internal and customer problems and increase customer efficiency and product value
Proven ability to identify and solve problems and increase efficiency and product value
Ability to locate areas of cost-saving enhancements or product improvements for a given product or service
Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives

Required Education, Certifications, and Experience

Bachelor's degree OR a minimum of 2 years of direct experience within the healthcare and/or supply chain industries.
Overall 4+ years of professional experience.
Minimum of 2 years of experience in a team-oriented supervisory role or an equivalent leadership capacity.
Strong organizational and project management skills
2+ years of experience in areas such as project management, customer success, training, and/or customer service.
Proficiency in Microsoft Office Suite, with strong capabilities in Microsoft Excel, Word, and PowerPoint
Strong organizational skills and demonstrated project management abilities.
Prior experience within Supply Chain, MedTech SaaS, Healthcare Revenue Cycle Management (RCM), Procurement, Material Management, or Customer Operations departments history preferred
Product knowledge of GHX products or relatable supply chain experience preferred

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.