Enterprise Support Supervisor

Job Description

Job Description

At HealthFirst, our relentless dedication to saving lives drives us forward every day. With an impressive track record of approximately 1000 lives saved annually and a remarkable total of 52,000 lives saved throughout our storied history, we make an undeniable impact. Each life saved is far more than a statistic; it represents the cherished connection between loved ones, family members, and dear friends. We stand resolute in our commitment and determination to make a lasting impact.

JOB OVERVIEW : This position provides supervision and support for the Enterprise Support team and proactively builds relationships with internal and external customers to improve customer service and increase sales. This position helps to ensure team and individual productivity, troubleshoots issues and provides timely resolution. Also responsible for leading and coaching individual contributors to higher performance levels.

KEY RESPONSIBILITIES :

• Engage and motivate Enterprise Support to achieve individual and team goals, performance expectations and the highest level of internal and external customer satisfaction.
• Focus on team learning and development with a goal of each team member being proficient in servicing HealthFirst’s products and services with increasing ability to engage customers about additional offerings.
• Daily interaction with key account managers, sales leadership and other internal stakeholders.
• Review contributor productivity and quality; provide coaching and developmental plans for improvement.
• Troubleshoot issues with systems and processes.
• Resolve escalated customer inquiries.
• Provide team performance reporting, monitor data and proactively manage for improved results.
• Coordinate with the Sales team to troubleshoot issues on identified strategic accounts.
• Interact with Sales Operations and Production teams regarding post-order inquiries.
• Participate in tradeshows and quarterly business reviews to present trends, status updates, value added solutions and review customer concerns.

SPECIFIC KNOWLEDGE & SKILLS :

GENERAL SKILLS & COMPETENCIES :

COMPLEXITY

Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained. Handle routine problems and escalate more complex problems. Focus on a single process or multiple tasks that are closely related to a single objective. Extensive knowledge about the position(s) being supervised.

STRATEGY

Focused on how to implement management’s decisions through the work of staff. Carry out policies and procedures passed down from management.

SUPERVISION

Provide immediate supervision to support level staff typically performing continuous routine activities and assign tasks, check work at frequent intervals and maintain schedules. Portion of time normally spent performing individual tasks related to the sub-unit.

INTERACTION

Interact daily with subordinate staff, customers and / or functional peer groups. Interaction normally involves exchange or presentation of factual information.

MANAGEMENT DUTIES :

Typically does not hire, terminate, or promote without Manager and / or Director approval, but may have input into the decision-making process. Decisions on salary increases, performance reviews, disciplinary actions, etc. are reviewed by more senior management

PERFORMANCE REQUIREMENTS :

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

MINIMUM WORK EXPERIENCE :

Typically four (4) or more years of related support experience; three (3) or more years of management experience.

PREFERRED EDUCATION :

Typically a Bachelor's Degree or global equivalent in related discipline .

TRAVEL / PHYSICAL DEMANDS :

Travel typically less than 10%. May need to travel to customer meetings on occasion. Office environment. No special physical demands required.

SCOPE :

Typically supervise overtime eligible staff on day-to-day activities to complete assignments using established procedures and policies within a section(s) of a department. Jobs are similar in nature and perform a single task or multiple but closely related tasks. Receive predetermined work assignments subject to a moderate level of control and review. Management reviews work to measure meeting of objectives.

COMPENSATION :

The posted range for this position is $54,540-74,993, which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location / labor market, internal equity, etc.

BENEFITS : Other benefits available include : Medical, Dental and Vision Coverage, 401K Plan with Company Match, FTO, Work Life Assistance Program, Educational Benefits and much more.

HealthFirst is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Salary : $54,540 - $74,993