Call Center Supervisor: Lead Customer Experience & Team Growth

Datavant; Carson City (NV); On-site; USD 57,000 - 67,000; Full time

Job summary

Datavant is seeking a working supervisor to oversee all call center associates and ensure the quality of HealthPort services and continued profitability. This role trains customer service staff and develops policies and procedures to maintain high customer satisfaction.

You will plan schedules, monitor performance, address complaints, and drive process improvements while leading a team in a fast-paced environment. A bachelor’s degree or equivalent with 2+ years supervisory experience is required.

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 and meet conflicting requirements
• Proficient time management, problem solving and analytical skills
• Ability to work in a fast paced environment
• Ability to work professionally in a team 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 current customer service model for potential efficiencies and quality enhancements
• 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 changes
• Develop short and long term strategies to improve morale
• Monitor results to address productivity and customer concerns
• Assist with development and implementation of other programs that benefit the organization and its customers
• Communicate with management regarding concepts and objectives that benefit the company

Skills

Supervisory experience

Call center management

Microsoft Office

Organizational skills

Communication skills

Team orientation

Time management

Problem solving

Education

Bachelor’s degree or equivalent

Associate degree + 4 years supervisory experience

Tools

Microsoft Office Suite

Job description

Datavant is seeking a working supervisor to oversee all call center associates and ensure the quality of HealthPort services and continued profitability. This role trains customer service staff and develops policies and procedures to maintain high customer satisfaction.

You will plan schedules, monitor performance, address complaints, and drive process improvements while leading a team in a fast-paced environment. A bachelor’s degree or equivalent with 2+ years supervisory experience is required.