Supervisor, Administrative Customer Support

UT Southwestern Medical Center • Dallas, TX

1d • Onsite

About The Position

To oversee the dedicated departmental customer support operations, including planning, coordination, scheduling, and supervision using UTSW's customer service system. Also to provide technical skills for the resolution of customer issues regarding processes. Responsible for ensuring the Customer Support team responds to tickets within prescribed metrics.

Requirements

• High School Diploma or equivalent.
• 5 years experience in customer service or related field.

Responsibilities

• Provides day-to-day operations of a team of two or more representatives that receive customer services inquiries and problems via the telephone or email.
• Directs and supervises and evaluates work flow.
• Hires, trains, and develops Customer Support staff to ensure growth and improved performance.
• Ensures appropriate staff levels using forecasted level of activity. This includes seasonal and other issues that impact call levels such as tax season, payday, major procedural changes, etc.
• Coordinates work activities to achieve the volume expected to meet operational requirements.
• Work with upper management to develop and implementation of measurement criteria and metrics.
• Monitor and report on daily/weekly operational metrics/statistics to ensure appropriate delegation and timely resolution of customer issues.
• Keeps abreast of current policy and procedural changes.
• Recognizes and recommends operational improvements.
• Makes hiring recommendations and conducts performance appraisals.
• Develop training programs and refreshers as needed.
• Functions as back-up to representatives and all duties as needed.
• Performs administrative tasks when needed.
• Performs other related duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED