RealTime eClinical Solutions

Supervisor

• Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health
• Ensure appropriate coverage, workload distribution, and prioritization
• Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health
• Lead daily case and workload reviews to identify priorities, blockers, and cases needing attention
• Coach, guide, and support team members to reinforce quality, accountability, and consistent execution
• Monitor case quality and ensure customer communications are timely, accurate, meaningful, and aligned with standards
• Ensure processes, workflows, escalation procedures, and documentation standards are followed
• Identify cases requiring escalation and ensure proper triage and handoff to the Customer Escalation Team
• Coordinate effective collaboration and information flow between Tier 1 support and Tier 2 product investigation
• Identify operational issues, training needs, and workflow gaps and escalate trends to the Customer Health Manager
• Support onboarding, training, and development of Customer Health team members
• Provide the Customer Health Manager visibility into operational risks, performance gaps, workload concerns, and emerging customer issues

Explore Customer Health Supervisor at RealTime eClinical Solutions. Review requirements and application details.