EBO - Customer Service Supervisor

About the role

This role is responsible for driving team performance through goal setting, KPI tracking, coaching, and ongoing support. It provides training, handles escalations, coordinates with IT, and manages administrative tasks to ensure smooth daily operations. The position also interacts with clients through meetings and reporting, representing the team’s performance and needs.

Location: Onsite - 4135 Southstream Blvd, Charlotte, NC 28217. Department: EBO. Reports To: EBO Manager.

Responsibilities

• Establish team goals, monitor key performance indicators (KPIs), provide regular coaching and feedback, recognize achievements, and support employee engagement and development.
• Facilitate onboarding and ongoing training, answer questions, remove barriers to success, and serve as a resource for team members on processes, systems, and client requirements.
• Participate in client meetings as assigned, provide operational updates, assist with reporting, and help ensure service level expectations are consistently met.
• Handle customer and client escalations, conduct supervisor call support when needed, de-escalate challenging situations, and provide coaching based on call observations and quality findings.
• Partner with internal support teams to resolve system-related issues, submit and monitor IT requests, and assist team members with access, equipment, and technology challenges.
• Review and respond to operational communications, monitor attendance and timekeeping, maintain documentation, and support day-to-day departmental operations.

Requirements

• High school diploma or GED required.
• Proficiency with Microsoft Office applications and the ability to learn and navigate multiple systems used for communication, reporting, timekeeping, and performance management.
• Strong written communication, organizational, and documentation skills.
• Minimum of two (2) years of experience in a healthcare, revenue cycle management (RCM), financial services, customer service, contact center, or other service-driven environment.
• Demonstrated ability to manage multiple priorities, exercise sound judgment, and maintain professionalism in a fast-paced environment.