Call Center Supervisor

Datavant; Austin (TX); Sur place; USD 57 000 - 67 000; Plein temps

Résumé du poste

Datavant is seeking a working supervisor to oversee call center associates, ensure quality of HealthPort services, and support profitability. You will train staff and develop procedures to sustain customer satisfaction.

The role requires at least 2 years of supervisory experience in a call center, strong organizational and communication skills, and the ability to work in a fast-paced environment. Bachelor’s or equivalent experience is preferred.

Qualifications

• Minimum 2 years supervisory or management experience in a call center or customer oriented environment.
• Proven organizational skills.
• Effective verbal, written and interpersonal communication skills.
• Ability to work with others and be team oriented.
• Capable of sustaining pressure and meeting conflicting requirements.
• Strong time management, problem solving and analytical skills.
• Ability to thrive in a fast paced environment.
• Professional conduct in a team setting with customers and management.
• Bachelor’s degree or equivalent experience OR an Associate's degree and 4 years supervisory experience in a call center or customer oriented environment.

Responsabilités

• Plan, prepare, and devise work schedules according to budget, call volume and production needs.
• Assess current customer service model for opportunities to improve service efficiency and quality.
• Assist with appraising performance, addressing complaints and resolving problems.
• Ensure each call center associate has the skills and knowledge to provide excellent consumer service.
• Manage difficult customer situations and solicit feedback for process improvement.
• Track calls to provide data to upper management for necessary changes.
• 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 benefiting the organization.
• Communicate with management regarding creative concepts and objectives.

Connaissances

Supervisory experience

Microsoft Office Suite

Organizational skills

Communication skills

Team oriented

Time management

Problem solving

Ability to work in fast-paced env

Professional conduct in team settings

Formation

Bachelor's degree or equivalent experience

Associate's degree + 4 years supervisory experience

Outils

Microsoft Office Suite

Description du poste

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health.

By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

This position serves as a working supervisor with oversight and management of all call center associates and functions as they relate to maintaining quality of HealthPort services and continued profitability of the company. This position trains customer service associates and develops and implements policies and procedures to ensure customer satisfaction.

You will:

• 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
• Ensures 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.

What you will bring to the table:

• 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, 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

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$57,000—$67,000 USD

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or its components, pregnancy or pregnancy-related medical conditions, and/or religion.

This job is not eligible for employment sponsorship.

Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here (https://www.datavant.com/eeo-commitment-statement) . Know Your Rights (https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal) , explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.

Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, (https://peopleteam.datavant.com/portal/en/newticket?departmentId=248697000248790029&layoutId=248695000248795462) by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here (https://app.tango.us/app/workflow/Greenhouse--Locating-Requisition-ID-2c7d618c8a8a423da4330ff12330695e) . Requests for reasonable accommodations will be reviewed on a case-by-case basis.

For more information about how we collect and use your data, please review our Privacy Policy (https://www.datavant.com/privacy-policy) .