Supervisor - MCL Customer Contact Center (MLI)

Mayo Clinic•Rochester, MN

1d•$90,605 - $136,011

About The Position

The MLI Supervisor oversees daily operations within a complex client support environment, ensuring timely resolution of inquiries and seamless coordination across laboratory and business functions. This role balances operational excellence with a strong customer focus, driving initiatives that improve service levels, streamline workflows, and enhance the overall client experience. The successful candidate will think strategically, embrace change, and proactively identify opportunities to strengthen operations and support continued business growth. Responsible for the management and development of staff. Provides oversight to, and is accountable for quality and service, regulatory compliance, work unit safety, strategic planning, document management, financial management and developing and implementing new services. Works cooperatively with a wide variety of customers, as well as internal and external resources. Completes special projects as assigned by the laboratory consultant/director(s), administrator and/or operations manager(s). Drives service excellence through the analysis of customer experience insights, feedback trends, and operational performance to improve outcomes for patients, providers, and laboratory customers. Evaluates customer journeys to identify service gaps, reduce friction, and enhance the overall customer experience across support channels. Leverages operational, workforce, quality, and customer experience data to identify trends, mitigate risks, and inform business decisions. Translates customer and stakeholder feedback into actionable insights that shape operational priorities and continuous improvement efforts. Champions the adoption of technology, automation, and emerging tools to improve operational effectiveness, employee efficiency, and customer experience. This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program. Individuals hired to this position are required to complete 2 years in this position before becoming eligible to transfer to other positions within Mayo Clinic

Requirements

Must complete 2 years in this position before becoming eligible to transfer to other positions within Mayo Clinic

Responsibilities

Management and development of staff
Oversight of quality and service
Regulatory compliance
Work unit safety
Strategic planning
Document management
Financial management
Developing and implementing new services
Working cooperatively with a wide variety of customers, as well as internal and external resources
Completing special projects as assigned by the laboratory consultant/director(s), administrator and/or operations manager(s)
Driving service excellence through the analysis of customer experience insights, feedback trends, and operational performance to improve outcomes for patients, providers, and laboratory customers
Evaluating customer journeys to identify service gaps, reduce friction, and enhance the overall customer experience across support channels
Leveraging operational, workforce, quality, and customer experience data to identify trends, mitigate risks, and inform business decisions
Translating customer and stakeholder feedback into actionable insights that shape operational priorities and continuous improvement efforts
Championing the adoption of technology, automation, and emerging tools to improve operational effectiveness, employee efficiency, and customer experience