• Motivating individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction.
• Recommending and implementing innovative strategies to improve efficiency and provide excellent customer service.
• Identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes within Customer Services and other operations.
• Follow-up of contact center planning and absences in close cooperation with HR.
• Striving to provide excellent service to members, clients, and healthcare providers
• Monitoring and follow-up of the contact center KPI’s and the daily and monthly reporting for the contact center in close cooperation with the supervisor in operational teams across the globe.
• Do active supervision on quality by listening to calls and giving (individual) feedback to the contact center agents.
• Picking up the phone in order to help the team during busy times and to keep well aware of callers’ questions.
• Fully replace and act as a backup for peer supervisors in the different operational teams in case of absence.
• Ensure strong employee engagement within the team, including day-to-day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development.
• Ensure appropriate performance management actions are taken.

Skills: Team Motivation, Innovative Strategy Development, Process Improvement, Workforce Coordination, Customer Service Excellence, KPI Monitoring and Reporting, Quality Supervision, Cross-Functional Support.

• Accountable for all Operational Metrics
• Responsible for executing action plans and ensuring their effectiveness as well as measuring their impact
• Coaching and measuring Team Leaders’ performance
• Responsible for coaching and guidance on all people management-related tasks by assisting team leaders and team managers on identifying gaps and opportunities for improvement and development of people
• Onboarding new leaders and ensuring a leadership pipeline (as well as reaching team HC required)
• Keep the team leaders motivated and constantly improving
• Define and execute reward programs, sanctions/disciplinary actions, as well as deboarding agents and overheads when necessary (terminations)
• Having quarterly check-in conversations with all customer service representatives.
• Take ownership of any escalated calls and provide updates to the Senior Supervisor on any issues.
• Proactively address and/or escalate any risks to the Senior Supervisor.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
• Being the key focal point for the implementation of new processes and/or procedures

Skills: Operational Accountability, Action Plan Execution, Performance Coaching, People Management, Leadership Development, Motivation and Improvement, Reward and Disciplinary Programs, Relationship Building.

• Supervises daily operations in the Contact Center. 
• Assists Contact Center Manager with coordinating tasks and functions to ensure that essential customer service operations are appropriately staffed, such as email correspondence, phones, and other projects
• Provides ongoing coaching and goal setting, develops and delivers performance reviews
• Initiates and follows through with performance management and discipline up to and including terminations. 
• Motivates staff and advocates for team.
• Maintains customer service quality and turn time. 
• Monitors customer service workflow and reorganizes the distribution of work as volume of orders and service needs change.
• Instructs customer service team in providing consistently excellent, thorough and timely customer support to online, phone, and alliance customers. 
• Uses problem-solving skills when handling difficult customers and resolves individual problems. 
• Maintains accountability for the resolution of customer service issues that require a higher level of problem-solving.
• Supports team in the implementation of standards, guidelines and procedures for online and phone customer support. 
• Reports customer service trends and issues to management and makes recommendations for new policies. 
• Helps with the development and implementation of new policies, new processes, and new alliances.
• Acts as a resource to Contact Center staff and the company on all phone and online functions, including backend operations and front-end website knowledge. 

Skills: Contact Center Supervision, Staffing Coordination, Performance Coaching, Performance Management, Staff Motivation, Workflow Management, Problem Resolution, Policy Development.

• Provide leadership, direction, mentoring and coaching to direct team and others as necessary. 
• Manage all areas of employee development and performance
• Ensure all contact center activities support Key Performance Indicators (KPIs), as well as productivity, staffing coverage of the contact center, help desk, etc.
• Able to lead others through change management by championing continuous improvement. 
• Coach others as move through the cycle of change.
• Identify, communicate and own the correction of customer-impacting challenges by cultivating strong relationships with other areas of the business.
• Communicate complex ideas and or concepts clearly, concisely and effectively to multiple audiences.
• Acts as a liaison to stores, departments and teams around the company regarding the Contact Center and Powells.com.
• Supports the Outside Sales team by demonstrating a broad knowledge of Powell's processes and procedures, including outside sales services, the web-based transfer system, and staffing offsite and special events.
• Keeps open communication between Contact Center and Fulfillment to ensure needs of customers are met.
• Troubleshoots systemic problems with internal programs.
• Responds to emergencies, facilities problems and security issues while acting as Manager On Duty or as necessary.
• Assumes responsibility for projects and other areas of operation

Skills: Leadership and Mentoring, Employee Development, KPI Management, Change Management, Cross-Functional Collaboration, Complex Communication, Problem Resolution, Project Management.

• Address areas that may need improvement such as, but not limited to, time and attendance, call metrics, call quality, etc.
• Manage call flow and staffing/scheduling needs on shift by addressing attendance, productivity and call flow issues. 
• Take proactive steps to ensure that call volume will be answered.
• Maintain call statistics reporting and schedule adherence to ensure service levels are being met.
• Work in cooperation with inventory planning to keep customers and associates apprised of backorder dates, quality control issues and product changes.
• Recommend and assist in implementing and maintaining new processes and procedures for the Customer Service department.
• Oversee customer service staff and floor operations. 
• Provide disciplinary action to staff as necessary.
• Accountable for knowledge of customer service processes and procedures.
• Support, Coaching and ongoing training
• Coach, motivate and train staff in order to develop their skills and exceed goals.
• Mentored staff to manage difficult, escalated customer service issues.

Skills: Performance Improvement, Call Flow Management, Staffing Coordination, Call Statistics Reporting, Inventory Collaboration, Process Improvement, Staff Oversight, Training and Mentorship.

• Experience supervising an operational unit of a least 12 employees, in a corporate or government setting
• In-depth knowledge of Contact Centre operations
• Proven experience in business process improvement
• Proficient computer and telephony skills with software such as PureCloud, Genesys, Siebel, Injixo or similar telecommunications platforms
• Fluent in English, oral and written skills.
• Able to work nights, holidays and weekends
• Experience in a customer service or call center environment, preferably including staffing, scheduling and quality monitoring
• Experience in a healthcare environment
• Experience in a lead or supervisory role, preferably in a clinic, hospital or customer service setting.
• Excellent negotiating skills and consensus-building
• Ability to work comfortably and communicate with all levels of management and leadership
• Able to solve problems guided only by general organization objectives, policies, and goals

Qualifications: BA in Business Administration with 3 years of Experience

• Experience analyzing and solving customer problems within a call center environment
• Excellent analytical, organizational, and time management skills
• Effective verbal and written communication skills
• Experience being flexible and assuming responsibilities and tasks in a constantly changing work environment
• Experience capturing, analyzing and evaluating data, as well as using data to determine the appropriate course of action, develop program activities and initiate change
• Experience treating all employees in a professional manner without discrimination and promoting professional growth, teamwork and positive morale
• Experience in the Health Care Insurance Field
• Experience in Management or supervisory, preferably in a call center environment
• Experience with Claims 
• Proficient knowledge of MS Office suite such as Word, Excel, PowerPoint,
• Experience interacting effectively and working cooperatively with a variety of organizations and with individuals of all professional and non-professional levels (Includes professional and ancillary providers, members and families, state agencies, community groups and other contractors involved in the program)

Qualifications: BA in Communication Studies with 4 years of Experience

• Experience in a contact center environment (or equivalent experience) Previous customer service experience
• Experience in a healthcare-related contact center.
• Experience using Microsoft Excel, Microsoft PowerPoint, Microsoft Word
• Knowledge and experience with Contact Center technologies including Call Routing and Workforce Management systems
• Previous experience and knowledge of Cisco
• Experience and knowledge of Calabrio Workforce Management system
• Strong ability to coach, counsel and motivate team to achieve winning results
• Fluent in verbal and written English
• Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
• Ability to work in a fast-paced deadline-oriented environment with a high level of accuracy and excellent attention to detail
• Strong organizational and time management skills
• Effective project management skills.

Qualifications: BA in Customer Service Management with 3 years of Experience

• Proficient in Microsoft Office
• Experience with minimum large contact center management
• A solid understanding of call center terminology and functions
• A solid understanding of call center KPIs and how to manage performance
• Effective verbal and written communication skills
• Healthcare and Life Science industry knowledge a plus
• Previous experience with expediting, and critical shipment logistics.
• Experience with Corrective and Preventative Action Plans (CAPAs) and managing on-time performance quality
• Knowledge of contact center technologies such as speech analytics, call monitoring, iCallMe, etc.
• Experience with hybrid work model and virtual platforms like TEAMS, Slack, etc.
• Compassionate leader with desire to serve others
• Strong leadership and people skills and the ability to lead/guide a team to achieve consistent performance outcomes around balanced customer and employee experience
• Ability to analyze performance trends and operational metrics to identify and articulate performance issues and improvement opportunities

Qualifications: BS in Marketing with 5 years of Experience

• Experience in a similar role and having knowledge of various social media channels and connectivity with a ticket log system.
• Excellent communication skills both oral and written, as well as a pleasant voice for speaking with customers.
• Be well-versed in English, Bahasa Malaysia and Mandarin.
• Able to pick up new learning skills in relation to GEMBOX.
• Ability to handle pressure, remain composed when with difficult customers online.
• Have the ability to pay attention to details.
• Good problem-solving skills.
• Able to operate the computer and other related gadgets with ease.
• Ability to work under supervision and take instructions.
• Ability to multitask and work as a team player.
• Knowledge of credit union operating system.

Qualifications: BA in Organizational Leadership with 2 years of Experience