Supervisor, Customer Service (Call Center Environment)
GRAILEarly Cancer company
Durham, United StatesManager
Illumina
Public Sector Pension Investment Board
Canada Pension Plan Investment Board
ARCH Venture Partners
Amazon
Bezos Expeditions
Operations & Strategy
About the role
TL;DR
Supervise customer service team, manage workloads, and resolve escalated issues.
- •GRAIL is seeking a Supervisor for their Customer Service team in a call center environment.
- •This role focuses on leading a team to ensure excellent customer service and efficient issue resolution.
- •Key Responsibilities Supervise daily customer service activities, ensuring timely responses to inquiries and escalations.
- •Assign and monitor workloads, balancing resources to meet service level agreements.
- •Provide coaching, mentoring, and performance feedback to team members.
- •Handle escalated customer issues requiring supervisory intervention.
- •Support onboarding and training of new team members.
- •Requirements Bachelor's degree in Business, Communications, or related field, or equivalent experience. 5+ years of customer service experience in a call center environment, with 1-2 years in a lead or supervisory role.
- •Ability to travel 5% as required.
Required skills
SalesforceCRMExcelPowerPoint
Nice-to-have skills
HIPAAGDPR
Domain expertise
healthcarebiotech
Tech stack
SalesforceCRMExcelPowerPoint