At arenaflex, we're on a mission to revolutionize the way we interact with our customers and drive business growth through exceptional leadership and operational excellence. As a Senior Client Support Supervisor, you'll play a pivotal role in shaping our team's culture and driving results that exceed our customers' expectations.
**About arenaflex**
arenaflex is a leading online retailer of pet products, dedicated to providing a seamless and enjoyable shopping experience for our customers. With a strong focus on customer satisfaction and a commitment to innovation, we've become one of the largest online business platforms specializing in pet food, treats, supplies, and other related items.
**Job Summary**
We're seeking an experienced and results-driven Senior Client Support Supervisor to join our Pharmacy Healthcare Client Care Team. As a key member of our team, you'll be responsible for leading a high-performing team of leaders, driving business growth, and ensuring exceptional customer experiences. If you're a natural leader with a passion for driving results and a customer-first mindset, we want to hear from you.
**Key Responsibilities**
* Lead and develop a team of leaders to achieve exceptional business results and drive customer satisfaction
* Conduct regular team meetings and training sessions to ensure seamless execution of business objectives and drive colleague engagement
* Participate in and own the performance evaluation process for all team members
* Foster a culture of excellence in Pharmacy Healthcare through effective coaching, feedback, and development plans for team leaders
* Develop and execute new leadership onboarding programs to enhance the career development experience
* Contribute to strategic planning and drive change management initiatives for business growth (Open Strategies refinement, Customer Experience Improvement Drives, etc.)
* Demonstrate a willingness to learn, share, and receive feedback
* Provide exceptional customer service and support to internal colleagues and external customers
* Identify and implement process improvements that enhance the customer experience, colleague experience, or operational efficiencies
* Drive Labor Force Planning activities for the business through collaboration with the WFM team (Continuous Line Management, Overtime and VTO management, Maintaining Staffing records and Team Tasks)
* Ensure compliance with all regulatory requirements for Pharmacy-related tasks
* Participate in weekly call listening meetings to follow the healthcare customer journey and drive improvement in the customer experience
* Ensure compliance with all organizational policies and procedures
* Establish relationships with key stakeholders in Marketing, Product, Business Intelligence, Quality, Labor, and Learning and Development to build trust and partnerships
* Perform other duties as assigned and required
**Requirements**
* 5+ years of multi-channel contact center management experience or Healthcare/Pharmacy Services experience or equivalent experience
* Ability to adapt to rapidly changing objectives and willing to "dive in" to tackle various challenges
* Demonstrated teaching abilities that can influence both front-line specialists and leadership
* Must be willing to live within 100 miles of Pittston, PA
* BS/BA degree or equivalent experience (e.g., 5+ years industry experience in lieu of degree)
* Strong PC and web capabilities in a technology-driven environment
* Proficiency in MS Office suite (Excel is a must)
* Excellent oral and written communication skills, and a pleasant and clear manner in presenting information to a group
* Candidate should be flexible with scheduling as the position may include nights, weekends, and some holidays
* Position may require travel
**About arenaflex and its Benefits**
arenaflex is a leading online retailer of pet products, dedicated to providing a seamless and enjoyable shopping experience for our customers. With a strong focus on customer satisfaction and a commitment to innovation, we've become one of the largest online business platforms specializing in pet food, treats, supplies, and other related items.
**arenaflex Benefits**
* Competitive hourly rate of $30/hour
* Opportunity to work in a dynamic and innovative environment
* Collaborative and supportive team culture
* Professional development and growth opportunities
* Comprehensive benefits package (medical, dental, vision, etc.)
* Paid time off and holidays
* Flexible scheduling and remote work options
**Why Join arenaflex?**
At arenaflex, we're passionate about delivering exceptional customer experiences and driving business growth through innovative leadership and operational excellence. If you're a results-driven leader with a customer-first mindset, we want to hear from you. Join our team and be part of a dynamic and innovative organization that's shaping the future of online retail.
**How to Apply**
If you're ready to take your leadership skills to the next level and join a team that's passionate about delivering exceptional customer experiences, apply now! Visit our website to learn more about our company culture and benefits, and submit your application today.