Call Center Operations Lead - Customer Experience

Datavant; Salt Lake City (UT); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant is seeking a working supervisor for our call center team, overseeing associates and ensuring quality of HealthPort services while supporting profitability. You will train staff, enforce policies, and implement procedures to maximize customer satisfaction.

Responsibilities include scheduling, performance appraisal, complaint resolution, and data-driven process improvements. A strong focus on collaboration, efficiency, and morale is required in a fast-paced environment.

Qualifications

• 2+ years supervisory or management experience in a call center or customer oriented environment
• 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, 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 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

Responsibilities

• Plan, prepare, and devise work schedules, according to budget, call volume and production needs
• Assess all aspects of the current customer service model for efficiency and quality
• Assist with appraising performance, addressing complaints and resolving problems
• Ensure each associate in call center has the skills and knowledge necessary to provide excellent consumer service
• Manage difficult customer situations and solicit customer feedback for process improvement
• Track incoming and outgoing calls to provide data to upper management
• Develop short and long term strategies to improve morale
• Monitor department results to address productivity and customer concerns
• Assist with development and implementation of other programs that benefit the organization
• Communicate with management regarding creative concepts and objectives

Skills

Team leadership

Verbal communication

Written communication

Interpersonal skills

Time management

Problem solving

Education

Bachelor’s degree or equivalent experience

Associate’s degree + 4 years supervisory experience

Tools

MS Office

Job description

Datavant is seeking a working supervisor for our call center team, overseeing associates and ensuring quality of HealthPort services while supporting profitability. You will train staff, enforce policies, and implement procedures to maximize customer satisfaction.

Responsibilities include scheduling, performance appraisal, complaint resolution, and data-driven process improvements. A strong focus on collaboration, efficiency, and morale is required in a fast-paced environment.