Laboratory Corporation of America Supervisor - Inbound Customer Service Call Center in Birmingham, Alabama
LabCorp (NYSE: LH), an S&P 500 company, is a leading global life sciences company that is deeply integrated in guiding patient care, providing comprehensive clinical laboratory and end-to-end drug development services. With a mission to improve health and improve lives, LabCorp delivers world-class diagnostic solutions, brings innovative medicines to patients faster and uses technology to improve the delivery of care. LabCorp reported net revenues of over $10 billion in 2017.
At LabCorp, we are building a dynamic, passionate, and caring team of professionals. If you have a passion for helping others and delivering an exceptional experience, we have an opportunity for success as an In Bound Customer Service Supervisor. As a part of the LabCorp Contact Center team, you can be a part of and connected to something amazing. Delivering World Class Diagnostics, Bringing Innovative Medicines to Patients Faster and Changing the way Care is provided is the LabCorp Strategy!
As an In Bound Customer Service Supervisor, you will support and guide your team members who work with LabCorp branches, regional laboratories and customers to build relationships and provide personalized customer service. Your team will be responsible for answering 100 or more calls per day and will be Customer Advocates that make a difference in lives every day.
Supervise the activities of 15-20 CSSR's and the operations of the customer service department, according to established policies and procedures.
Strong interpersonal, written and oral communications skills.
Provide superior customer service to internal and external customers
Use your medical experience and knowledge to respond to escalated customer inquiries and problems.
Research complex issues and questions using multiple databases.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Call Center.
Perform other duties as required by Manager/Director (training, interviewing, etc.)
Insure compliance with regulatory agency guidelines and standards.
Ability to coach/develop talent
Ability to identify process gaps and create/execute process improvements
Other duties as assigned.
What LabCorp offers YOU:
Medical, Dental, Vision, Healthcare Flexible Spending Accounts
Employee Savings Plan (401k)
Career Growth: Customer Support Service Reps are encouraged and developed to grow into Team Leaders, Managers and to explore other LabCorp growth opportunities in Lab, Logistics, Accessioning and more.
Requires a High School Diploma or equivalent; Bachelor's degree preferred
3-5 years of applicable experience.
Previous Supervisory/Team Lead experience required
Verint experience preferred
Monday - Friday, 8:30am - 5:00pm
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.