CS Supervisor - Transformational Leader Wanted

CS Supervisor - Transformational Leader Wanted

DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; Peekaboo™ Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 950 laboratories in 60 countries and more than 65,000 employees.

Job Description

Are you a rising leader with a passion for process excellence, customer experience, and transformational change? DDC is seeking a Client Services Supervisor who thrives on improving operations, engaging teams, and driving meaningful impact — not just maintaining the status quo. This is not your typical call center leadership role. We’re looking for someone business‑savvy, customer‑obsessed, and process‑driven — someone who’s excited to learn a new industry, lead a tenured team, and elevate our service operations. Background in contact center operations is not required.

What You’ll Do

• Lead and inspire a remote Client Services team across multiple channels (phone, chat, email).
• Drive continuous improvement in workflows, policies, and performance metrics.
• Champion data‑driven decision‑making and develop tools to monitor trends and KPIs.
• Collaborate cross‑functionally to enhance customer experience and operational efficiency.
• Recruit, coach, and develop team members with a focus on accountability and empowerment.
• Identify opportunities for innovation and challenge legacy processes with fresh thinking.
• Represent the voice of the customer and advocate for quality at every touchpoint.

Why Join Us?

• Be part of a mission‑driven company making a real difference in people’s lives.
• Work with a passionate, experienced remote team eager for strong leadership.
• Lead transformation in a supportive, high‑performance culture.
• Enjoy opportunities for professional development and cross‑functional collaboration.

Qualifications

• Bachelor’s degree in business, operations, or a related field preferred.
• 5+ years in a leadership role, preferably in a healthcare service environment.
• A track record of managing people and improving processes — not necessarily in a call center.
• Strong analytical skills and comfort with data, dashboards, and performance metrics.
• Excellent communication, collaboration, and change management abilities.
• A mindset for growth, curiosity, and accountability.
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint).

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Communicating with others to exchange information.
• Ability to travel, as needed.

Additional Information

• Schedule: Monday – Friday, 8:00 am to 6:00 pm
• What we offer: Excellent full‑time benefits including comprehensive medical coverage, dental, and vision options; Life and disability insurance; 401(k) with company match; Paid vacation and holidays.

Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.