Call Center Supervisor
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Job Description
Call Center Supervisor overseeing HealthPort customer service operations for Datavant, a healthcare data collaboration platform. Managing associates, schedules, quality, productivity, and process improvements.
Responsibilities:
- Serve as a working supervisor overseeing call center associates and functions related to maintaining HealthPort service quality and company profitability
- Train customer service associates
- Develop and implement policies and procedures to ensure customer satisfaction
- Plan and devise work schedules according to budget, call volume, and production needs
- Assess the customer service model for service efficiencies and quality enhancements
- Assist with performance appraisals, address complaints, and resolve problems
- Ensure associates have the skills and knowledge needed to provide excellent consumer service
- Manage difficult customer situations and solicit customer feedback for process improvement
- Track incoming and outgoing calls and provide data to upper management
- Develop short- and long-term strategies to improve morale
- Monitor individual and department results to address productivity and customer concerns
- Assist with developing and implementing programs benefiting the organization and customers
- Communicate with management regarding creative concepts and objectives
Requirements:
- Must have at least 2 years supervisory or management experience in a call center or customer oriented environment, preferably with a mid to large customer service team.
- Experience with Microsoft Office Suite or similar tools
- Proven organizational skills
- Effective verbal, written and interpersonal communication skills
- Ability to work with others and be extremely team oriented
- Ability to sustain continuous pressure and withstand conflicting requirements
- Proficient time management, problem solving and analytical skills
- Must be able to work effectively in a fast paced environment
- Ability to work professionally, effectively, and efficiently in a team environment with customers, management and co-workers.
- Bachelor's degree or equivalent experience OR an Associate's degree and 4 years supervisory or management experience in a call center or customer oriented environment
- This job is not eligible for employment sponsorship.
Benefits:
- Equal Employment Opportunity employer
- Post-offer health screenings and vaccinations may be provided/required for client safety
- Reasonable accommodations for individuals with physical and mental disabilities
- Total rewards strategy
- Voluntary demographic questions are optional and do not affect the application or hiring process
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