Call Center Lead & Service Excellence

Datavant; Augusta (ME); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant seeks a working supervisor to manage call center associates and oversee programs maintaining service quality and profitability. You will train staff, implement policies, and drive customer satisfaction.

You will plan schedules, assess service models, address issues, and ensure staff have the skills for excellent consumer service. Bachelor's or equivalent experience required, with 2+ years in supervision.

Qualifications

• Must have at least 2 years supervisory or management experience in a call center or customer oriented environment.
• Proven organizational skills and effective verbal, written and interpersonal communication skills.
• Ability to work with others and be team oriented.
• Proficiency in time management, problem solving and analytics.

Responsibilities

• Plan, prepare, and devise work schedules according to budget, call volume and production needs.
• Assess customer service model for efficiency and quality enhancements.
• Manage performance and resolve problems to maintain quality of service.
• Ensure each call center associate has the skills and knowledge for excellent consumer service.

Skills

Team leadership

Communication

Time management

Problem solving

Analytical skills

Ability to work under pressure

Education

Bachelor’s degree or equivalent experience

Associate's degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

Datavant seeks a working supervisor to manage call center associates and oversee programs maintaining service quality and profitability. You will train staff, implement policies, and drive customer satisfaction.

You will plan schedules, assess service models, address issues, and ensure staff have the skills for excellent consumer service. Bachelor's or equivalent experience required, with 2+ years in supervision.