Remote Customer Service Supervisor

Description

Job Summary: Manage remote customer service operations, ensuring quality, resolving incidents, monitoring performance indicators, and developing the team with a focus on operational efficiency and patient experience. Key Highlights: 1. Remote Customer Service Team Supervision 2. Performance Indicator Management and Process Improvement 3. Team Development and Conflict Resolution Position Objective Ensure efficient management of remote customer service operations, guaranteeing organized workflows, service quality, incident resolution, indicator monitoring, and team development—with emphasis on operational efficiency and patient experience. **Key Responsibilities** • Supervise the remote customer service team; • Ensure compliance with operational workflows and institutional protocols; • Monitor key indicators (e.g., average handling time, resolution rate, abandonment rate, rework rate); • Address operational incidents and provide team support; • Deliver structured feedback and conduct team performance reviews; • Conduct operational training for the remote team and other FORTICS-supporting unit staff; • Identify opportunities for process improvement; **Technical Requirements** • Prior supervisory experience in customer service (preferably remote) is desirable; • Familiarity with customer/patient service operational routines; • Basic understanding of operational performance indicators; • Basic knowledge of account auditing is desirable; • Proficiency in customer service systems and digital tools. **Behavioral Competencies** • Leadership and ability to develop teams; • Clear, assertive, and professional communication; • Organizational skills and ability to prioritize tasks; • Emotional intelligence for conflict management; • Professional demeanor and accountability for results; • Proactivity and commitment to continuous improvement. **Preferred Qualifications** • Experience in the healthcare sector; • Training or courses in leadership, management, call centers, customer service, or communication.