layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Client Support Supervisor at Office Ally | LAYIQ

Supervise, coach, mentor, and develop a team of Client Support Specialists to achieve departmental and organizational goals.
Conduct regular one-on-one coaching sessions focused on performance, career development, engagement, and continuous improvement.
Monitor team performance against established Key Performance Indicators (KPIs), including service level, quality, productivity, customer satisfaction, adherence, attendance, first contact resolution, and other operational metrics.
Review quality evaluations, customer interactions, and performance trends to identify coaching opportunities and develop action plans.
Conduct performance evaluations, provide ongoing feedback, recognize achievements, and address performance concerns through documented coaching and corrective action when necessary.
Manage employee attendance, scheduling, timecard approvals, paid time off requests, and workforce adherence in partnership with Workforce Management.
Ensure appropriate staffing coverage by monitoring real-time queues and making operational decisions to meet service level objectives.
Lead daily team huddles, department meetings, and communication sessions to ensure alignment with organizational priorities.
Monitor inbound and outbound client interactions across phone, email, chat, and other support channels to ensure exceptional customer experiences.
Serve as the primary escalation point for complex customer issues, ensuring timely resolution while maintaining a high level of professionalism and customer satisfaction.
Collaborate with Business Process, Product Management, Development, Training, Quality Assurance, Workforce Management, and other departments to resolve issues and improve customer experiences.
Identify process improvement opportunities and recommend workflow enhancements that improve efficiency, quality, and customer satisfaction.
Support organizational initiatives, system implementations, product launches, and operational changes by effectively communicating expectations and leading change within the team.
Assist in diagnosing and resolving client issues efficiently while minimizing operational disruption.
Develop and maintain advanced knowledge of Office Ally products, services, policies, and industry best practices.
Maintain accurate documentation of customer interactions and employee performance within Salesforce and other business systems.
Educate team members on new products, processes, policies, and procedures while ensuring training completion and knowledge retention.
Review reporting and analytics to identify operational trends, customer pain points, and opportunities for continuous improvement.
Ensure compliance with company policies, security standards, HIPAA requirements, and departmental procedures.
Participate in recruiting activities including interviewing, hiring recommendations, onboarding, and training new employees.
Assist in phone, email, chat, and other support queues during periods of high volume or business need.
Foster a positive, collaborative, and accountable team culture that promotes employee engagement and professional growth.
Adhere to assigned leadership development, training, and certification requirements.
Maintain punctual, regular, and predictable attendance.
Lead and develop the customer support team
Interview candidates and assist with hiring recommendations.
Onboard and train new employees.
Plan, assign, and direct daily work activities.
Monitor productivity, quality, and customer service performance.
Coach, mentor, and develop employees.
Conduct performance evaluations.
Recognize and reward performance.
Address employee concerns and resolve conflicts.
Administer corrective action and performance improvement plans when appropriate.
Manage attendance, scheduling, and time-off requests.
Support employee engagement and retention initiatives.
Ensure compliance with company policies and procedures.
Lead change management initiatives and communicate organizational updates.
Build succession plans and identify future leaders within the department.

Client Support Supervisor

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