Supervisor - Customer Support

Overview

This Supervisor owns a Customer Care Exchange support team of 15+ analysts that supports the US region on a rotating shift, and is accountable for its results. The role reports to the Senior Manager, Exchange Support.

What you'll do

• Own the team's goals, performance and results from start to finish, including how the team is staffed and scheduled across rotating shifts.
• Turn department and business goals into clear targets for the team and for each analyst.
• Own the team's KPIs: CSAT, productivity, QA, MTTR (mean time to resolve), attendance, occupancy, shrinkage, attrition and adherence to hybrid guidelines, reviewing them regularly and acting early when results slip.
• Build and maintain a high performing team through hiring input, onboarding, coaching, performance reviews and clear action plans, including support for the bottom quartile.
• Plan capacity and staffing, and raise staffing needs to management with data.
• Lead the team through changes in process, product, tools and ways of working, explaining the reason, the impact and the plan, and checking that changes are adopted and sustained.
• Keep people motivated, engaged and aligned with team and business goals through one to ones, team huddles, recognition and honest feedback.
• Watch for early signs of low morale, resistance or burnout, and act on them with empathy and clear next steps.
• Mentor direct reports and analysts on career growth and leadership skills, and build a pipeline of future leaders.
• Use AI tools, including Claude, Slack AI and Agentforce, to improve the team's productivity, quality and customer experience, and to automate routine work.
• Identify and prioritize automation and process improvement opportunities, work with the Business Analyst and Automation teams, and track the results.
• Build AI skills across the team by sharing good practice and use cases, and by coaching analysts to use the tools well and to protect customer data.
• Keep process documents and resource materials current so the whole team works to one standard.
• Support customers and GHX coworkers by phone and email, and own escalations and related product issues through to resolution.
• Work with Product, Automation, Technology and other CX teams to resolve problems and to raise customer issues and trends early.
• Give analysts clear and actionable instructions for daily tasks and project work, and manage own time, projects and meetings to deadlines.
• Prepare clear updates for leaders on team performance, risks, progress on change and the results of AI and automation work.

What you'll need

• Strong ownership and accountability for team results, with the integrity to follow through.
• Proven ability to lead change: explain the reason, bring people along, handle resistance and make new ways of working stick.
• Ability to motivate people, build trust and keep a team aligned with team and business goals.
• Strategic thinking: connect daily work to business goals, set priorities and decide using data, while staying hands on where the team needs it.
• Practical use of AI tools such as Claude, Slack AI and Agentforce, with good judgment on data privacy and the quality of AI output.
• Ability to monitor and evaluate performance using KPIs such as CSAT, productivity, QA, MTTR, attendance, occupancy, shrinkage, attrition and hybrid guidelines, and to turn the numbers into action, including bottom quartile management and employee satisfaction.
• Strong coaching and feedback skills, including handling difficult conversations.
• Clear and effective verbal and written communication, including presenting to GHX leaders and executives.
• Proficiency in Microsoft Office, with advanced Excel, and working knowledge of Salesforce or a similar CRM tool.
• Ability to identify and solve internal and customer problems, and to work with little direction or guidance.
• Determined, detail oriented and proactive.
• Bachelor's degree OR 2+ years of healthcare and/or supply chain experience.
• Minimum of 2-year experience in a team-oriented supervisor role OR an equivalent experience, including leading a team through change.

Details

• Location: Hyderabad, Telangana, India.
• Shift: rotating shift supporting the US region.