Contact Center Supervisor

Contact Center Supervisor

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 950 laboratories in 60 countries and more than 65,000 employees.

The Contact Center Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center, the Contact Center Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency. Operating with accuracy and integrity, they anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.

Essential Duties & Responsibilities :

• Own the resolution of escalated client concerns in the form of calls, emails, faxes and chats.
• Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs
• Identify process bottlenecks and workflow inefficiencies, championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.
• Establish subject matter expertise regarding roles / responsibilities of the Client Services team and intersections with other functional teams.
• Maintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.
• Partner with other supervisors to achieve KPIs through managing staffing, productivity, and efficiency.
• Create and implement strategy around process communication, creating a culture of awareness, transparency, and continuous process improvement.
• Identify trends and assess department needs for training and standard operating procedures.
• Develop and maintain a strategy for contact center training, including delivery, content, and schedule for new hires and current employees requiring remedial training.
• Lead piloting of new channel, product, or systems initiatives while overseeing documentation of workflow and adoption within the contact center.
• Provide recommendations on how to maximize efficiency within the contact center.
• Engage in the interview and selection process and oversee new hire onboarding and assimilation.
• Provide effective feedback during annual appraisals, counseling and discipline, and recognition.
• Other duties as assigned or become evident.

Bachelor's degree in business or related field preferred. Minimum of five (5) years leadership role required. Strong will to drive impactful change and continuously challenge the status quo. Excellent interpersonal skills, creating a supportive work culture while compelling others to achieve. Strong conflict resolution skills, including identifying issues and advancing practical solutions. Strong analytical skills, evaluating KPIs to form actionable insights and provide recommendations. Strong decision-making skills, evaluating competing priorities and setting a course of action. Demonstrated ability to interact with and effectively present to senior leadership. Excellent project management.