Customer Service Supervisor - Full-time / Part-time

• Responsible for delivering consistent, reliable service, and issue resolution. 
• Create, maintain, and distribute technical support documentation
• Studies and implement processes and procedures to improve efficiency. 
• Responsible for the continued development of the service Team  including coaching and mentoring.
• Evaluates staff performance regularly and determines merit increases, promotions and disciplinary actions.
• Manages scheduling and coverage for the Service Desk.
• Ensures that all phases of Service Desk support are coordinated, monitored, logged, tracked, and resolved appropriately.   
• Establishes and analyzes metrics to benchmark the Service Desk workload/performance and identify trends in call center issues.  
• Performs quality assurance functions; duties include defining service desk staff requirements, performing agent call monitoring, ticket review and measured feedback .
• Processes incoming incident and service requests for Information Services.  This includes answering, evaluating, and prioritizing all incoming telephone, email, and system entered requests from end users, experiencing problems with hardware, software, networking, and other computer-related technologies.

General Responsibilities

• Participates in Quality Assessment (QA) and Quality Improvement (QI) programs, as needed.
• Ensures compliance with The Joint Commission and all other Federal, State and Regulatory Agencies. 
• Maintains positive working relationships as a team player through problem solving issues, speaking positively about others, listening attentively and observing the Patient Bill of Rights and Confidentiality.

Knowledge and Skills