Operations Supervisor- Customer Experience

Sightview Software is the leading source of top-rated ophthalmology- specific EHR and Practice Management systems. Our CX department is seeking an experienced Operations Supervisor whose primary responsibilities will include Quality Assurance, Training/Coaching and helping with the smooth running of the CX department.  Creating island monitoring impactful metrics, organizing and enhancing the CX knowledge base, as well as bolstering the CX onboarding process will be part of the role. Successful candidates will have a proven background in analytical and technical roles. Exceptional interpersonal and communication skills are required, as is experience working in fast-paced environments. Knowledge of healthcare, specifically optical, is highly advantageous. Strong problem-solving capabilities, a detail-oriented mindset, and a proactive approach to addressing customer needs are crucial for this role. What you will be responsible for: - Responsible for all CX software tools such as Magentrix; Skilljar; TalkDesk; HubSpot (knowledge) and Maestro QA  - Responsible for all CX reporting - should be displayed in a usable format for both Supervisors as well as Leadership Team/Board members  - Responsible for the QA of the department. Demonstrating continual development and improvements within the team. Will include coaching and change management of CX team members.- Responsible for the creation, publishing and maintenance of department's SOP's, as well as working on the development of SOPs that are cross departmental - Implement best practices in reporting and communication between teams  - Responsible for investigating issues and creating Root Cause Analysis documentation for leadership - Responsible for the data integrity of customer information in HubSpot. - Assist with new hire onboarding and training.Skills required: - Strong written and verbal communication skills in English. - Exceptional client communication skills.  - Experience producing deliverables to stakeholders  - Experience in dealing with clients in difficult situations and maintaining the highest level of service in high-pressure situations. - Experience working in a fast paced, high-volume organization. - Proven collaborative work style.- Experience conducting data analysis. Required. - Experience with identifying trends or knowledge gaps and coaching for improvement.