Client Services Supervisor

About the role

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 Client Services 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 Client Service 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, the Client Services Supervisor serves to anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.

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