Call Center Performance Lead

Datavant; Annapolis (MD); On-site; USD 29,000 - 33,000; Full time

Job summary

Datavant is hiring a working supervisor to oversee all call center associates and ensure quality of HealthPort services while maintaining profitability. You will train staff, implement policies, and drive customer satisfaction.

The role requires at least 2 years of supervisory experience in a call center or customer-focused environment, with strong organizational and communication skills. This position emphasizes teamwork, data-driven improvements, and effective management in a fast-paced

Qualifications

• Must have at least 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, effectively, and efficiently in a team environment with customers, management and co-workers.

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 potential opportunities for service efficiencies and quality enhancements.
• 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 in order to provide data to upper management, allowing for implementation of necessary changes.
• Develop short and long term strategies to improve morale.
• Monitor individual and department results to address potential productivity and customer concerns.
• Assist with development and implementation of other programs that benefit the organization and its customers.
• Communicate with management regarding creative concepts and objectives, which may benefit the company.

Skills

Supervisory experience

Microsoft Office Suite

Organizational skills

Verbal and written communication

Team oriented

Time management

Problem solving

Education

Bachelor’s degree

Associate’s degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

Datavant is hiring a working supervisor to oversee all call center associates and ensure quality of HealthPort services while maintaining profitability. You will train staff, implement policies, and drive customer satisfaction.

The role requires at least 2 years of supervisory experience in a call center or customer-focused environment, with strong organizational and communication skills. This position emphasizes teamwork, data-driven improvements, and effective management in a fast-paced