Support Service Supervisor

Labcorp•Charlotte, NC

4d•Onsite

About The Position

Labcorp is seeking a Support Service Supervisor to join our team in Charlotte, NC. This role involves supervising daily activities related to client pick-up services for LabCorp test samples, monitoring route progress, dispatching calls, and actively assisting dispatch. The supervisor will provide instruction and support to service representatives, potentially perform the duties of a Service Representative, and audit routes for compliance. This position requires a strong understanding of routes and pickups, utilization of various tools for research and investigation, and collaboration with internal and external clients to resolve concerns. The role also includes managing employee attendance, payroll, discipline, performance reviews, and initiating necessary reports. The ideal candidate will be detail-oriented, process-focused, enjoy leading others, and seek an industry-leading company offering growth and stability.

Requirements

High school diploma
Valid Driver's License with good driving record
Be at least 21 years old
Familiarity with laboratory operations as well as policies and procedures
Strong computer skills and working knowledge of Microsoft Office
Excellent communication skills; both written and verbal
High level of attention to detail with strong organizational and prioritization skills
Strong critical thinking skills with the ability to make decisions in a fast-paced environment
Ability to lift /carry 100 lbs.

Nice To Haves

Associates degree
3 years of relevant experience; preferably in a clinical laboratory
Supervisory or leadership experience

Responsibilities

Supervises daily activities related client pick-up services for LabCorp test samples
Monitors route progress via Descartes system to ensure timely route arrival/deliveries to branch
Monitors route progress via Descartes system to ensure expected service levels are maintained
Dispatches calls from CSPUP portal to routes via Descartes system
Actively assists dispatch (taking calls, handing client issues/concerns)
Provides instruction and support to service reps to resolve issues and answer questions
Provides instruction and support to service reps with specimen handling guidance
May perform the duties of a Service Representatives
Audits routes for compliance with established route procedures and standards
Attains proficient knowledge of routes, pickups and any special circumstances to enable effective oversight
Performs department tasks (missed/missing investigations, specimen sorting, deliveries)
Utilizes LCLS/SIS and other tools for issue research and investigation
Performs post route vehicle inspections
Works with Sales and internal departments to research and resolve client concerns
Works with external Clients to research and resolve concerns
Assists dispatch and service reps with research and problem investigation.
Encourages good morale in the department through active engagement and communication with department employees
Works with and communicates effectively with internal departments to address common issues or concerns.
Performs all other duties as assigned and/or directed by manager
Reviews/Approves PLB in Workday in accordance with policy.
Monitors employee attendance, punctuality and ensure compliance with standards
Administers and approves biweekly payroll ensuring timely and accurate submission
Initiates and delivers informal/formal discipline in accordance with company policies
Inform manager of all departmental issues and corrective actions
Escalates issues/concerns to Manager for guidance and instruction
Assist manager with employee recruitment, candidate selection interviews
Initiates employee work related injury reporting
Initiates employee motor vehicle accident reporting
Evaluates employees to ensure competence
Utilizes Performance Management Software for annual and biannual employee performance reviews and fact files
Performs administrative duties as assigned by manager
Picks up from or transports vehicles to vendor shops for repairs
Utilizes MS office software to draft memos, fliers, spreadsheets, presentations etc.
Ensures employee compliance with local and departmental protocols and standards
Ensures employee compliance with Corp Logistics protocols and standards
Ensures employee compliance with Corp Fleet policies
Ensures employee compliance with Corp Safety policies and standard
Ensure employee training requirements