Description
Partner with KellyConnect to experience an ‘Ohana that is truly magical! If you are looking for a leadership position in the contact center industry, we have the role you have been searching for. This is your opportunity to join a well-known brand committed to fostering employee growth within a collaborative environment. If you're ready to be part of an incredible adventure with KellyConnect. Explore the details below.
Position: RX Customer Service Supervisor
• Location: Louisville, KY
• Schedule: Monday – Friday, 11:00 a.m. - 7:30 p.m.
• Salary Range: $56,000 - $65,000
Role Overview
As the RX Customer Service Supervisor, you will play a crucial role in driving customer satisfaction, employee retention, and operational efficiency within the RX Customer Service department. You will provide daily leadership, coaching, and development to a team of customer service representatives, ensuring performance standards are met and exceeded.
Key Responsibilities
Coaching and Mentorship: Provide daily coaching, mentoring, and performance feedback to foster professional growth and recognize employee achievements.
Quality Assurance: Conduct regular monitoring of customer interactions to ensure adherence to quality standards and communication etiquette, providing real-time feedback for improvement.
Process Improvement: Identify opportunities for enhancement in departmental functions, focusing on customer and employee satisfaction, and recommend process changes to achieve these goals.
Customer Escalation Management: Resolve complex customer escalations, balancing company policy with customer needs, and serve as a primary point of contact for team leads and representatives.
Training and Development: Collaborate with training and HR to maintain up-to-date training materials and oversee the onboarding of new employees, evaluating training effectiveness.
Operational Support: Assist the RX Customer Service Manager with daily operations and contribute to quality improvement initiatives to enhance service levels.
Qualifications
• High school diploma or equivalent required; 2 years of college preferred.
• Minimum of 3 years supervisory experience; 2+ years of optical experience preferred.
• Strong leadership abilities with a focus on outstanding customer service.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to type 35 WPM and communicate effectively in various business settings.
• Ability to work independently and generate creative solutions in a fast-paced environment.
Benefits
Your compensation package includes more than just a salary. Enjoy a comprehensive benefits package that supports your health, well-being, and personal development, including:
• Low insurance premiums on medical, dental, and vision
• Flexible Spending Accounts and Health Savings Accounts (with company match)
• Short-term and long-term disability coverage
• Tuition reimbursement
• Paid maternity and paternity leave
• Paid time off and holidays
• 401K match
• Employee Assistance Program
Ready to Join Us? If you're passionate about customer service and leadership, we want to hear from you! Apply now to become part of the KellyConnect family and embark on this exciting journey with us.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Opportunity is calling.
Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We're KellyConnect®—and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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