JOB DESCRIPTION:Position OverviewThe Supervisor, Customer Support is responsible for leading a Customer Care team focused on Exception Handling. This role oversees day-to-day operations, supports timely resolution of order exceptions and related customer inquiries, and ensures team members deliver accurate, compassionate, and compliant support to internal and external customers.
In addition, the Supervisor provides coaching, performance management, workflow oversight, and cross-functional collaboration to help the Exception Handling team meet service, quality, productivity, and turnaround time expectations. This position requires strong people leadership, operational discipline, sound judgment, and the ability to identify opportunities for process improvement while maintaining a strong focus on customer experience, compliance, and quality.
Essential DutiesInclude, but are not limited to, the following:
- Lead, coach, and develop Customer Support team members responsible for Exception Handling workflows.
- Oversee daily staffing, workload distribution, queue management, and adherence to established service levels, turnaround times, productivity expectations, and quality standards.
- Monitor and support workflows related to exception resolution, including customer contacts, order resolution, missing or incomplete information, duplicate orders or patients, interface errors, provider exception handling, and other exception-related work queues.
- Provide real-time support and escalation guidance to specialists handling complex or sensitive customer situations.
- Conduct regular performance coaching, quality reviews, one-on-one meetings, and development discussions to improve individual and team performance.
- Use reporting, dashboards, quality monitoring, and operational data to identify trends, manage work-in-progress volumes, address performance gaps, and recommend process improvements.
- Partner with training, quality, workforce management, operations, laboratory, and other cross-functional teams to support consistent execution of workflows and timely issue resolution.
- Ensure team members accurately document customer interactions, order updates, escalations, and follow-up actions according to standard operating procedures.
- Support onboarding, workflow training, change management, and adoption of new tools, systems, processes, and initiatives.
- Maintain a strong focus on customer experience, compliance, accountability, quality, and operational discipline while creating an inclusive and supportive team environment.
- Ensure compliance with company policies, quality procedures, privacy requirements, applicable healthcare regulations, and the Code of Business Conduct and Ethics.
- Apply strong problem-solving, critical thinking, and decision-making skills when navigating complex exception scenarios and customer situations.
- Analyze operational data, identify trends, and translate insights into actionable improvements.
- Collaborate cross-functionally and build effective working relationships at all levels of the organization.
- Model accountability, integrity, innovation, teamwork, inclusion, and customer-focused behaviors.
- Perform other duties and projects as assigned.
Minimum Qualifications- Demonstrated people leadership experience with the ability to coach, develop, motivate, and hold team members accountable.
- Strong knowledge of customer service principles, contact center operations, performance monitoring, and quality assurance practices.
- Demonstrated ability to manage competing priorities in a fast-paced environment while maintaining accuracy, professionalism, and sound judgment.
- Excellent verbal and written communication skills, including the ability to explain complex information clearly and professionally.
- Strong problem-solving, critical thinking, and decision-making skills, particularly when navigating complex exception scenarios.
- Demonstrated ability to analyze operational data, identify trends, and translate insights into actionable improvements.
- Demonstrated ability to collaborate cross-functionally and build effective working relationships at all levels of the organization.
- High attention to detail and commitment to timely, accurate documentation and quality outcomes.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- Ability to model accountability, integrity, innovation, teamwork, inclusion, and customer-focused behaviors.
Preferred Qualifications- Experience leading teams in a customer service, contact center, healthcare, laboratory, or related operational environment.
- Experience supporting exception handling, order resolution, customer escalations, or similar customer support workflows.
- Experience working with workforce management, quality assurance, operational reporting, or performance management tools.
- Experience with healthcare, laboratory, diagnostic, or other regulated environments.
- Experience supporting process improvement, workflow optimization, change management, or implementation of new systems and processes.
- Experience partnering with training, quality, operations, workforce management, laboratory, or other cross-functional teams.
The base pay for this position is $78,000.00 - $156,000.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:ONCO Cancer Diagnostics
LOCATION:United States > Madison : 1 Exact Lane
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:No
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
